The Customer Service team is responsible for managing & monitoring multi – channel customer Complaints & Escalations via the contact center, ensuring that all communications are responded to and escalated appropriately and efficiently.

Reporting to the Customer Service Lead, the Customer Service Specialist is responsible for ensuring excellent complaint and escalation resolution for Irish Water. This requires monitoring complaints and escalations to ensure resolution is in line with the regulatory standards and supporting the accurate and timely reporting of performance. The role also requires monitoring of quality of complaints resolution with in the contact centre. The Customer Service Specialist will be required to work closely with the key stakeholders including any outsourced providers, to track and monitor all complaints within the business.

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