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CRU Customer Service Analyst - Ref No. 325CO22

Role: CRU Customer Service Analyst

Area: Customer Operations

Location: East Midlands or Southern Region (Dublin/Cork)

Reference Number: 325CO22

Closing date for applications: 17 October 2022

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 Specialist the CRU Customer Service Analyst will be responsible for ensuring all complaints/escalations escalated by the contact center, Uisce Éireann staff or contractors are dealt with in an effective and timely manner. They will be required to work closely with the key stakeholders including any outsourced providers, to track and monitor all complaints and escalations within the business and implement solutions in line with customer specific regulatory standards. They will also be the main point of contact with the Commission for Energy and Regulation and ensure high profile complaints and escalations are correctly tracked through to conclusion. The role will require stakeholder engagement across the business and directly with the CRU.