Customer Care Energy Advisor (Band 1-2)

Position Description

Customer Care Energy Advisors deliver high-quality customer service by taking end-to-end ownership of customer queries, resolving issues accurately and efficiently across the customer journey.

Working across phone, email, and digital channels and are empowered to resolve a wide range of customer needs without unnecessary handoffs.

Energy Advisors are empowered to investigate issues, identify root causes, explain options clearly, complete agreed actions and remain accountable through to resolution. The role is varied and spans customer service, billing, payments, account management, metering, complaints, affordability support and continuous improvement.

It is anticipated that the role will commence in or around January 2027; however, the start date may be adjusted in line with business requirements and recruitment timelines.

Key Responsibilities

- Take end-to-end ownership of customer interactions across phone, email and other supported channels.

- Resolve queries spanning billing, payments, account management, and service-related issues.

- Investigate customer issues thoroughly, using available systems and information to identify root causes.

- Collaborate with internal teams or external partners to resolve more complex cases when required.

- Ensure all customer interactions meet required quality, accuracy, data protection and compliance standards.

- Identifying recurring themes, inefficiencies, or customer pain points and contribute ideas for improvement.

- Adapt to evolving systems, tools, and processes as the operating model develops.

- Handle complaints and escalations fairly, calmly and promptly, seeking specialist support where the issue exceeds role authority.

- Support customers experiencing affordability challenges by listening without judgement, explaining available options, and following approved debt, vulnerability and customer-support processes.

- Participate in and support a rotating shift pattern, ensuring the consistent delivery of services and operational support across agreed working hours.

Experience and Qualifications

Essential

- Minimum of 12 months’ experience in a customer-facing or service-orientated environment.

- Experience handling customer calls and resolving enquiries effectively, while maintaining high levels of customer satisfaction.

- Confidence working with systems (e.g. Outlook, Microsoft Teams, Excel) and managing customer data.

- Strong written and verbal communication skills.

- Ability to manage time efficiently and prioritise work.

- Adaptable, proactive, and comfortable working in a fast-paced environment.

- Problem solving, identify root cause, evaluate the options, and make sound decisions within authority.

Desirable

- Experience in billing, credit control and/or market messaging

- Experience working in energy / utilities, banking, or call centre environments

- Proficiency / fluency in the Irish (Gaeilge) language, spoken and written, would be an advantage

Location

This position will be based in Swift Square, Santry, Dublin. To ensure a successful onboarding experience, all new hires will complete a structured t hree-week onsite training programme upon joining the organisation. This is complemented by a two-week onsite nesting period, during which participants will receive dedicated support, coaching, and guidance while applying their skills in a live operational environment.

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

Customer Care Team Lead

Why Work with Us?

- Opportunity to lead Ireland’s transition to net zero carbon future

- Career development through mentoring and training

- Corporate Social Responsibility Opportunities

- Sports and Social Clubs

- Networking opportunities

- Credit Union

- Generous Pension

- Access to staff well-being programmes

- Generous parental leave entitlements

- Strong values-based and inclusive culture

- Strong commitment to diversity, equity and inclusion

- Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary
€33,500 - €40,200 per annum (depending on experience)

Closing Date

16th October 2026

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

- Accountable and Ethical

- Collaborative

- Growing and Adaptive

- Proactive

- Respectful and Supportive

More information available on Our People Promise

Notes

Your application will be held in reserve for 6 months should you be suitable for the role.

The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.