Posted 25 July, 2026
Operations Delivery Coordinator
Uisce Éireann
Dublin, Dublin, Ireland
Full Time
Reference: 212941605
Job Description
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.
We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.
Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.
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 Éireann customer strategy.
The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.
Reporting to the Operations Delivery Lead, the Operations Delivery Coordinator will liaise with stakeholders in Uisce Éireann, and local authorities to ensure best practice customer contact processes are in a place to deliver increased customer satisfaction to all customers and improved brand acceptance for Uisce Éireann.
Main Duties and Responsibilities:
General Duties and Responsibilities
Knowledge, Skills and Experience:
The closing date for receipt of applications for this vacancy is 7th August 2026.
Please note that applications submitted after this closing date will not be accepted.
*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.
Uisce Éireann is an equal opportunities employer.
We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.
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.
We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.
Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.
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 Éireann customer strategy.
The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.
Reporting to the Operations Delivery Lead, the Operations Delivery Coordinator will liaise with stakeholders in Uisce Éireann, and local authorities to ensure best practice customer contact processes are in a place to deliver increased customer satisfaction to all customers and improved brand acceptance for Uisce Éireann.
Main Duties and Responsibilities:
- Co-ordinate customer contact processes for Metering Programme, Network Operations and Project Grow and BAU Front Office
- Support the key processes of the business across all areas including metering, outages, planned works, first fix, project grow etc
- Work with the Outsourced contact centre in the day to day management of core inbound and outbound channels for main operational areas via Phone, email, social media and chat bot as examples.
- Support the delivery of CRU and other regulatory handbook requirements in relation to inbound and outbound customer contact.
- Ensure and support the delivery of the Vulnerable and Special Services customer requirements.
- Participate in rollout of new/refined processes and training material
- Support rollout of training material and develop modular based approach
- Engage in the quality management of the function including call listening, calibration and quality audits and error managment
- Support the escalation process to identify opportunities for process improvement and increased first contact resolution.
- Work with Workflow progression team to raise ensure updates and accuracy of customer queries and work
- Support the introduction of improvements and changes to process.
- Identify instances where value can be increased, e.g. how various channels are managed.
- Support the rollout of any system or process changes in conjunction with the Customer team and utilise the SER process
- Participate in benchmarking programmes to assess adherence to industry standards
- Support the on call rota if required.
- Improve omnichannel approach with vendor
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
- Conducts 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 years' 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 analyse customer needs and provide support to resolve issues
- 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
- Track record of striving for quality and ensuring consistently high standards of work
- Proven track record in raising safety concerns and helping to find solutions
The closing date for receipt of applications for this vacancy is 7th August 2026.
Please note that applications submitted after this closing date will not be accepted.
*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.
Uisce Éireann is an equal opportunities employer.
We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.
