Irish Water - Customer Experience Specialist

Irish Water is Ireland’s national regulated water utility and is responsible for providing water and wastewater services throughout Ireland. Our mission is to ensure all of our customers receive a clean, safe and reliable supply of drinking water and have their wastewater collected and safely returned to the environment. We will protect the health and well-being of the people of Ireland, protect the environment in all our activities and support Ireland’s social and economic growth through appropriate investment in water services.

Role: Customer Experience Specialist Area: Customer Operations Sub-Area: Customer Service & Vendor Performance Location: Dublin Duration: Specific Purpose Salary: Competitive Ref: 293CO22

The Customer Experience Specialist will report directly to the Customer Experience Manager and will be responsible for managing the day-to-day operations of the Customer Experience (CX) programme. They will support the promotion of positive Customer Experience throughout Irish Water through various channels, such as roadshows and Customer events. They will provide insights through quantitative and qualitative analysis that will help improve customer satisfaction. They will also support the Employee Engagement programme within Customer Operations, driving initiatives for improvements.

Main Duties and Responsibilities:

• Manage day to day operations of customer experience programme, ensuring;

  • External CX vendor is adhering to KPI’s
  • Appropriate lead files are provided to the external vendor for surveying
  • Customer feedback and metrics analysed to identify key trends to inform the Irish water business on insights to enhance the customer experience
  • Monthly CX reports are circulated on a timely manner
  • Monthly meeting with key stakeholders are held to discuss performance and areas of improvement
  • Initiatives register is developed and maintained, ensuring updates are received from all key stakeholders on progress of initiatives throughout the month
  • Customer experience reporting suite is compiled for senior management
  • Call listening activity with key stakeholders is co-ordinated and gaps and improvements are identified
  • Customer walk in are dealt with to ensure the customer’s query is resolved and the customer receives a positive experience
  • Support and coaching to other members of CX team is provided where required

• Facilitate customer journey mapping sessions with relevant business owners and key stakeholders in line with customer research feedback and sentiment for continuous improvement, ensuring gaps and improvements are identified and included in CX initiatives register

• Support customer advocacy within Irish Water through effective communication of the Customer Experience programme, through various channels such as roadshows and customer events

• Support customer advocacy within the contact centre by attending Customer Day’s and promoting customer experience • Feed into quality strategy for the contact centre, ensuring it is line with customer experience

• Develop relevant training modules on customer experience to ensure contact centre agents are providing a positive customer experience

• Support the employee engagement programme within Customer Operations through.

  • Chairing Employee Engagement Forum’s as required
  • Identifying and supporting the delivery of employee engagement initiatives that will promote a positive & collaborative environment

• Other duties as required from time to time

Knowledge, Skills and Experience:

  • Relevant third level qualification or 3 to 5 years’ experience of customer care functions within a call centre environment
  • Experience in managing Customer Experience programmes would be desirable
  • Knowledge of quality control and quality programs to drive process and contact centre improvements

• Ability to;

  • Prioritise tasks, work with schedules and manage resources while remaining focused on team goals.
  • Develop relationships to accomplish team goals coupled with dealing effectively with differences of opinion and conflict management.
  • Establish courses of action for self and others to ensure that work is completed efficiently
  • Clearly convey information through a variety of media to individual across the organisation

• Driver of high standards for individual, team and organisational accomplishment and delivering desired results

• Experience in facilitation of workshops

• Proven excellent verbal and written communication skills

• Good organisational, negotiations and problem resolution skills

• Experience in supervising teams

• Ability to work on own initiative

Applications, including current Curriculum Vitae, should be emailed to the following address stating the job title and reference number in the subject line of your email: careers@water.ie.

The closing date for receipt of applications for this vacancy is 13th September 2022 Please note that applications submitted after this closing date will not be accepted.