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.
Key Responsibilities
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.
Experience and Qualifications
Essential
A minimum of 2-3 years’ experience in a similar operations role
3rd level qualification or equivalent work experience
Excellent planning and organisational skills
Strong IT skills
Desirable
Experience using SAP CRM and Simply Workflow
Knowledge and understanding of net zero products
Location
This position will be based in Swift Square, Santry.
ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least two anchor days per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.
Reporting To
Senior Product Specialist, Net Zero Products Team, Residential Markets, ESB Customer Solutions
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
€48,100 - €56,600 per annum (depending on experience)
Closing Date
26th August 2025
Your application will be held in reserve for 6 months should you be suitable for the role.
Diversity, Equity and Inclusion Statement
ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.
Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie.
About ESB
Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.