Comhairleoir um Idirchaidreamh le Forbróirí/Developer Liaison Advisor

Overview

Uisce Éireann is committed to delivering secure, safe, and sustainable water services for Ireland. We value diversity and aim to attract and develop skilled people from varied backgrounds to support Ireland's communities and economy. We emphasize working together to do the right thing and keep each other safe.

We are an equal opportunities employer and welcome applications from suitably qualified individuals regardless of gender, age, race or ethnicity, traveller status, religion or beliefs, family or civil status, sexual orientation or gender identity, or disability.

The Role

Customer Operations develop, deliver, and support excellent customer experience and service for domestic and non-domestic customers within a regulated industry. Customer Operations manages the customer relationship with the Customer Contact Centre, ensures timely and accurate billing services, and implements the customer strategy.

Connections and Developer Services (CDS) coordinates customer engagement and stakeholder management for all connections to the Uisce Éireann network. The CDS team manages the customer journey from development concept to final connection and metering, including commercial/technical agreements and governance requirements, ensuring high-quality customer service and adapting to changing customer needs. Collaboration with key partners is essential for successful delivery on behalf of the customer.

Reporting to the Developer Liaison Technical Lead, the Developer Liaison Advisor is responsible for client relationship management and actively supports the Developer Services Team to build and enhance relationships with Customers, Large Developers, Local Authority Housing Depts, AHBs and State Agencies.

Key duties and responsibilities are described below.

Main Duties and Responsibilities

• T provide excellent customer experience by supporting the Developer Services Team in activities involving Large Developers, Local Authority Housing Depts, AHBs, State Agencies and other stakeholders.
• Ensure timely and clear communication between large Developers, CDS and internal/external stakeholders through all stages of the connection process.
• Assist with interaction and resolution of issues between the Developer, CDS and internal Uisce Éireann stakeholders.
• Collaborate with internal stakeholders across the business (Asset Management & Sustainability / Asset Planning; Infrastructure Delivery / Regional Contractor; UE Legal; Customer Operations / Asset Operations; Communications & Corporate Affairs; others as required).
• Help Large Developers navigate Uisce Éireann processes for residential, commercial, industrial, and mixed-use developments to improve efficiency.
• Act as a bridge between Connections and Developer Services, advocating for the customer within Uisce Éireann.
• Support relationship management between CDS and Large Developers and maintain regular engagement with customers.
• Assist with handling customer queries, escalations and complaints within CDS in line with Customer Operations processes; coordinate with the wider team to resolve escalations.
• Prepare regular reporting for the Customer Operations team to track and ensure satisfactory resolution of escalations and complaints.
• Prepare responses and support the LRSD/ERSD team with local representative queries and escalation resolutions.
• Prepare regular reporting for the Developer Services Team for senior management and external stakeholders as appropriate.
• Develop and implement improvements to complaint handling, including proper categorisation of customer escalations and complaints.
• Coordinate monthly reporting, updates, and engagement summaries to the senior management team.
• Provide an excellent customer experience throughout the customer journey.
• Prepare regular monthly reports and updates for the Developer Liaison Technical Lead and other stakeholders; raise risks and issues as appropriate.
• Attend conferences and events as required to advocate for Uisce Éireann and support core messaging.

General Duties and Responsibilities

• Collaborate with key internal stakeholders across the UÉ business.
• Promote and deliver process improvement initiatives within the area to deliver more efficient customer services.
• Support delivery of the Uisce Éireann Transformation Programme and organisation-wide objectives.
• Other duties as required.

Knowledge, Skills and Experience

• Relevant third-level qualification and/or accreditation desired.
• Minimum of 3 years' experience in the water, utilities or similar industries or relevant experience desirable.
• Ability to develop and maintain effective partnerships with key stakeholders internally and externally.
• Experience in independently resolving customer challenges while maintaining high service standards.
• Proven track record in dealing with complex issues proactively and communicating outcomes to others.
• Highly motivated with professional standards and ability to deliver results within a team while upholding organisational values.
• Strong analytical skills and the ability to identify, analyse problems and propose and implement improvements.
• Adaptability to change focus and direction in line with business strategy and requirements.
• Proactive identification of new improvements and application of new knowledge on the job.
• Experience taking ownership of safety responsibilities and contributing to continuous improvement initiatives.

The closing date for applications is 31 July 2026. Applications submitted after this date will not be accepted.

Note: salary will be aligned to skills and experience. The market reference point is typically the upper end of the offer for fully competent candidates, with room for progression as experience develops.

Uisce Éireann is an equal opportunities employer. We are committed to a diverse and inclusive workplace and welcome applications from qualified individuals regardless of gender, age, race, religion, family status, sexual orientation, gender identity, disability, or other status protected by law.