Comhordaitheoir Maoirseachta an Phróisis / Process Oversight Coordinator

An Ról

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 Éireann customer strategy.

Connections and Developer Services (CDS) are responsible for the customer engagement and stakeholder relationship management of all connections to the Uisce Éireann network. The CDS team manages the customer journey from development concept design, statutory planning process, pre connection, technical design, site quality assurance, vesting of new asset and final connection and metering, including developing commercial/technical customer agreements and managing customer funding in adherence to all technical standards, connection charging policy and governance requirements.

CDS are responsible for delivering a highly effective customer service, including reviewing and implementing solutions to meet changing customer needs. Collaboration with several key business partners is essential for the successful delivery of connections on behalf of the customer. The Process Oversight Coordinator will report to the Process Oversight Analyst.

Main Duties and Responsibilities

• Manage the CDS Exceptions dashboard and reports and identify and resolve issues blocking the completions of CDS activities
• Escalate any issues impacting the effective completion of PCE, Applications, Connections and CDS Meter Fit activities
• Liase with stakeholders in the process including the Regional Contractors, Infrastructure Delivery, Asset Planning, Call Centre to progress against plans
• Escalate issues and trends that prevent the completion of work
• Monitor creation and maintenance of transaction data in the D365, GIS, Maximo, C2M and Power BI systems
• Provide support to all stakeholders in the process to achieve agreed KPI's and SLA's
• Ensure stakeholders are adhering to CDS processes and escalated any issues to the CDS Process Manager
• Provide analysis of active work in the system to the CDS Process Manager and highlight bottlenecks in the process
• Agree and monitor all CDS progression processes to ensure efficient closure of work
• Ensure compliance with Uisce Éireann policy and standards

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
• Conduct duties and responsibilities in accordance with Uisce Éireann's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
• Other duties as required

Knowledge, Skills and Experience

• Relevant third level qualification and/or accreditation is desirable and/or relevant experience
• A minimum of 1 year's experience in the water, utilities or similar industries is desirable
• Strong computer skills with a proficient working knowledge of MS Word, Excel, PowerPoint and Outlook
• 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
• Track record of striving for quality and ensuring consistently high standards of work
• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
• Proven ability to work on own initiative and with others to promote the success in the performance of a team
• Demonstrated flexibility with regard to working in a changing environment and the ability to adjust to new work structures, processes and requirements as necessary
• Ability to analyse customer needs and provide support to resolve issues
• Track record of complying with safety objectives and policies and encouraging others to do the same

The closing date for receipt of applications for this vacancy is 03/06/2026.

Please note that applications submitted after this closing date will not be accepted.

Uisce Éireann is an equal opportunities employer.