POSITION DESCRIPTION

This is an exciting opportunity for a motivated and detail-oriented individual with operational experience to join the Net Zero Products (NZP) team within the Electric Ireland Residential Markets function at ESB Customer Solutions.
Aligned with ESB’s strategic objective to empower and support our customers on their journey to net zero, the NZP team is responsible for delivering innovative products such as solar PV, EV chargers, and heat pumps to residential customers.
This role involves a mix of operational responsibilities, including back-office functions such as invoice and payment reconciliation, as well as oversight of our outsourced customer contact centre operations.

• Manage day-to-day operations of the Abtran Home Services contract, including the development and maintenance of Standard Operating Procedures (SOPs) and customer service scripts for the full portfolio of net zero products.
• Ensure customer care agents receive appropriate training and support to deliver a high-quality service within agreed SLAs.
• Reconcile monthly invoices from contracting partners to ensure accurate and timely payments for completed installation works.
• Provide oversight and assurance on revenue collection processes for all net zero products, including payment plans, refunds, and financial reporting.
• Manage the customer case queue, addressing queries, complaints, refund and receipt requests, and other customer-related issues.
• Collaborate closely with outsourced partners, internal product teams, contractor management teams, and IT to ensure seamless customer journeys and efficient business processes.
• Contribute to the design and implementation of improvements to customer journeys and operational processes, supporting governance, compliance, and business growth.