Customer Contact Officer - Ref No. 129CO21

Role: Customer Contact Officer

Area: Customer Operations

Location: Dublin

Reference Number: 129CO21

Closing date for applications: 18 October 2021

The Customer Contact function within Irish Water will manage all inbound and outbound customer contact from consumers of Irish Water. This will include transactional calls for Domestic and Non Domestic Customers.

Reporting to the Customer Contact Specialist for Irish Water, the Customer Contact Officer will support the team in closing out and dealing with exception queries and refreshing processes for handling queries in the contact centre. They will ensure that the Contact Centre maximises its performance against both the contracted requirements and expectations (KPIs and SLAs) and that those requirements properly reflect the needs of customers and Irish Water. They will also support the complaints and escalations team handle complaints/escalations and handling case exceptions and support the customer service team and wider customer team as required.