Customer Contact Supervisor

Ervia is a commercial semi-state company which provides strategic national gas and water infrastructure and services in Ireland. Through our regulated business, Gas Networks Ireland, we build and operate one of the most modern and safe gas networks in the world. In 2014, we took responsibility for the operation and maintenance of Ireland's water and wastewater assets through our other regulated business Irish Water. Ervia directly employs over 1,600 people who deliver services to 1.6 million customers daily. We are guardians of the national assets and experts in our field. Our infrastructure supports economic and social development, protects the environment and enhances the health and quality of life of the Irish people.


The Customer Contact Team within Asset Operations is responsible for managing the outsourced Contact Centre supplier (Fexco) in delivering high quality customer interactions.

The Role:

Reporting to the Customer Contact Manager, the Customer Contact Supervisor is responsible for assisting the Customer Contact Manager in managing the Contact Centre, as well as GNI and Business Partner stakeholders. A key function of the role is to establish structured and robust process for call monitoring, training updates and process improvements.

Duties and Responsibilities:


  • Managing daily interactions with Fexco team leads and staff
  • Managing Contact Centre use of new connections’ CRM system
  • Ensuring customer interactions are aligned to GNI brand values
  • Quality monitoring Contact Centre customer service across channels (phone, email, webchat)
  • Assisting with directing calls through the rest of the Networks organisation
  • Providing daily/weekly updates as appropriate of Network activities to keep Customer  Service Representatives (CSRs) updated
  • Coordinating further migrations of administration and inbound/outbound call traffic from Networks back-office sections to the contact centre
  • Holding monthly/quarterly review sessions with Fexco Team Leads
  • Maintaining stock levels for the Contact Centre – ordering items and liaising with Customer Experience
  • Liaising as point of contact between Service Desk / Contact Centre users / Fexco IT on errors and issues
  • Raising risks and issues as appropriate to the Customer Contact Analyst & Manager
  • Working with Asset Mgmt & Service Delivery on proactive customer facing programmes
  • Active involvement in the commercial process – attending project visibility/recording minutes/ providing support to businesslink /engaging with the stakeholders involved in the process to resolve issues.
  • Co-ordinating site visits for contact centre staff, and GNI back office visits to the contact centre
  • Point of contact for process owners in GNI; identifying and facilitating process improvements & changes
  • Maintaining relationship with contact centre training staff & assisting in the development of training material as required
  • Developing a structured approach to outbound contact to provide consistency, effective communication with the customer and appropriate updating of Maximo
  • Participating in ongoing customer service projects as required
  • Ensuring that all work is progressed by the customer contact CSRs according to agreed timelines, and supervising day to day inputs to confirm processes rules are adhered to
  • Other duties as assigned

Knowledge, Skills and Experience:

  • Third Level Qualification is desirable but not essential
  • Experience in Customer Care or Customer Service related role
  • Ability to work with others to ensure success in the performance of a team
  • Excellent verbal and written communication skills with the ability to convey messages in a  clear and sufficient manner
  • Proven effective time management skills with the ability to prioritise and remain focused
  • Flexible with regards working in a changing environment and the ability to adjust to new work structures, processes, and requirements as necessary
  • Proactively identifying new areas of learning and using newly gained knowledge and skill on the job
  • Striving for quality and ensuring consistent high standards of work

The closing date for receipt of applications for this vacancy is the 3rd July 2018

Applications, including a current Curriculum Vitae should be emailed to:

*Please include the Reference Number for this Role when making an application*