POSITION DESCRIPTION

At Networks Telecoms, we pride ourselves on being at the forefront of utility telecommunications, playing a pivotal role in the seamless operation of modern electricity networks. As a leading-edge provider, we are integral to the success of the ESB’s digital strategy, enabling innovative solutions and ensuring the reliability and efficiency of energy distribution. Our commitment to cutting-edge technology and continuous improvement makes us a crucial partner in driving the future of smart energy management.
Networks Telecoms have internal and external customers who require mission-critical telecoms services. As the Customer Engagement Lead, you will support the business and management team in providing a customer focused approach, as well as retaining and growing key customer accounts, revenues and resolving customer issues in a timely satisfactory manner.

• Service Level Agreements (SLAs): Maintain and negotiate SLAs and the Service Catalogue.
• Account Management: Manage and maintain key accounts and relationships with internal and external customers.
• Business Relationship Strategy: Develop and maintain the strategic relationship plan.
• Performance Monitoring: Maintain and develop customer KPI targets and reports and monitor performance against SLAs and project proposals.
• Customer Relations: Act as the primary contact and escalation point for key accounts, ensuring customer expectations are met through regular review meetings.
• Support Customer Programme Development: Support project manager, handle customer requests and escalations, and conduct weekly progress meetings.
• Support Customer Programme Board: Report on project metrics, prepare and chair board meetings, assist in portfolio preparation, and present at customer meetings.
• Boost Engagement: Increase profile of Networks Telecoms across the business.