We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.
The Role
Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.
The Customer Strategy and Capability team is responsible for delivering strategic capability across Customer Operations such as Customer First programme, NDTFR and trade effluent tariff policy development. They provide support to customer regulatory engagements with internal and external stakeholders (CRU and EPA). The team will provide support to the wider business on business intelligence reporting, independent revenue assurance audits and controls and data management support. They provide licensing and compliance activities to third parties.
Reporting to the Business Intelligence Technical Lead, the Business Intelligence Analyst will deliver analytical insights to the business by implementing analytical models designed and developed by the Customer BI Manager using established analytics software tools to enable Uisce Éireann to provide increasingly more targeted customer segmentation and revenue management information. They will be the primary contact point with business owners within UÉ to manage business requests through a bespoke intranet application, gather requirements, support design, and manage delivery of an expanding reporting suite. They will use established reporting methodologies to deliver and continuously develop operational requirements.
Main Duties and Responsibilities
- Provide descriptive and predictive operational analytics in support of all Customer Operations Teams
- Provide revenue analytics to minimize customer credit risk and optimize revenue collection
- Provide analytical insights to support the performance management of vendors
- Manage and support resolution of report related functional and technical queries for business owners within Customer Operations
- Carry out technical report specification and design (Power BI/SAP BO/QlikView) for delivery to Uisce Éireann’s Business Intelligence Core Competency (BICC) group
- Assist Customer Operations teams in the creation, monitoring, measurement, and analysis of processes resulting from continuous improvement initiatives
- Support all customer functions through management design and delivery of BAU reporting
- Support the delivery of monthly KPI and BSC dashboards to senior management team
- Provide ad hoc customer related data extractions (SQL) as required
- Provide customer reporting to various UÉ departments (e.g. Finance, Regulation, Assets)
- Produce periodic reports on data management as requiredUnderstand Uisce Éireann's business strategy and performance focus
General Duties and Responsibilities
- Collaboration with key internal stakeholders across the UÉ business
- Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
- Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.Other duties as required.
Knowledge, Skills and Experience
- Relevant third level qualification and or accreditation is desirable
- A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience
- Experience managing a team, with strong people, change management and conflict resolution skills
- Ability to develop and maintain effective partnerships with key stakeholders internally and externally
- Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others
- Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
- Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
- Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
- Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
