Senior Analyst – Customer Care

1 month ago

Dublin, Dublin City, Ireland Cpl Full time

The CRU is now seeking a Senior Analyst to join the CRU's Customer Care Team. The Customer Care Team is part of the Consumer Policy and Protection Division. The team plays a central role in ensuring energy and water customers know their rights, both now and as the sectors evolve. The team directly helps customers, through investigating individual complaints as part of our independent dispute resolution service, providing an information service to customers, and identifying trends in customer issues and sharing insights with the organisation to help form future policy and enforcement action if required.

Key duties and responsibilities

Reporting to the Customer Care Manager, the successful candidate will be working to tight deadlines in a high-volume process-driven environment.

The main duties and responsibilities of the Senior Analyst (Customer Care), which may be adjusted in the light of changing priorities, include the following:

  • Leading and delivering on projects as delegated by the manager, predominantly relating to continuously improving the CRU's existing information and dispute resolution service, including policies, processes, and systems. Projects may also include developing and implementing consumer policy changes.
  • Managing input from external consultants and the CRU's outsourced contact centre.
  • As and when needed (for particularly complex cases or when volumes are high), conducting investigations into customers' unresolved complaints against either an energy company or Uisce Éireann, using understanding of the relevant policy areas to reach decisions on resolution to disputes.
  • Identifying issues and trends in relation to consumer issues in energy and water markets, based on data collected by the customer care team and dispute resolution service as well as surveys conducted by the CRU.
  • Preparing and presenting reports on identified consumer issues and trends to senior management.
  • Developing and maintaining an awareness/understanding of relevant policy developments and best practice in dispute resolution with the energy and water industry and related industries, both in Ireland and internationally.
  • Working with internal and external stakeholders, in a positive manner in order to further CRU objectives in relation to consumer protection.
  • Mentoring Graduate Analysts and Analysts within the CRU and conducting knowledge transfer sessions in order to share knowledge, expertise and learnings.
  • Carrying out such other functions as may be required from time to time to fulfil the business objectives of the CRU and as appropriate to the grade.

The above list is not exhaustive. While the successful candidate will be assigned to a particular team within the CRU, they will also be expected to contribute to the work of the wider Division/CRU as requirements dictate.

The Candidate

Key Requirements

Essential Criteria

Candidates must have on or before the closing date for applications the following:

  1. Honours degree (NFQ Level 8), preferably in economics, public policy, law, business, or other relevant discipline.
  2. A minimum of 3 years' relevant experience working in a customer protection, regulatory, dispute resolution, mediation or other relevant role.

Desirable Criteria

  1. Experience working in a sector-specific regulator, customer care role or other governmental organisation.
  2. Experience investigating complaints or other area of dispute resolution.
  3. Experience in managing projects and/or people to deliver outcomes.
  4. Knowledge/experience of the regulated energy and/or water sectors, including the national/EU legal framework under which the CRU operates, regulatory requirements that apply to energy and water providers, and customer rights.
  5. Familiarity with market research tools and use of data to inform consumer insights and communications.
  6. Experience analysing data from a CRM such as Microsoft Dynamics 365 to identify trends and emerging issues.

Core Competencies (Appendix A)

  • CRU/Specialist Knowledge.
  • Interpersonal and Communication Skills.
  • Analytical and Decision-Making Skills.
  • Team Working.
  • Delivery of Results.

Application Process

Please note, the CRU have engaged Cpl as a data processor to assist the CRU with this recruitment competition. In line with CRU's data retention policy information collected by Cpl will be kept for 12 months after the conclusion of the competition.

In order to apply for this opportunity, candidates must submit the application from for this opportunity before the closing date for applications.

The application from can be found here -

As part of the application form candidates will be required to upload a C.V. and Cover Letter which clearly demonstrates how you meet the key requirements of the role.

Should you have any queries, please contact

The deadline for applications is 1st May 2024, 12pm (to be received not later than 12 pm).

Candidates must have continued eligibility to legally work in Ireland.

If we invite you to interview and you have access needs, please notify us at so that appropriate arrangements can be made.

CRU does not reimburse any costs/expenses incurred by the candidate during any part of the interview process.

The CRU Recruitment Privacy Notice sets out how we protect the privacy rights of those applying for positions with CRU and can be found on the Careers page on the CRU Website ), or alternatively you can contact who will arrange for this to be sent directly to you.

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