(High Salary) Advisor Trainer

19 hours ago

Dublin, Ireland Electricity Supply Board Full time

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ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy. Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Position Description

This position is to support the training of our outsourced service and sales advisors. Advisor training is critical to the successful delivery of call centre customer service and selling excellence. Training takes three broad forms: (1) New Hire Training; (2) Ongoing Follow-up Training; and (3) New Processes and Product Training.

The position will be based in Electric Ireland’s Dublin office in line with ESB’s Smart Working arrangements, and with travel to Outsource Partner sites as required.

Key Responsibilities

1. Assist in the preparation and distribution of agent training material.
2. Deliver training when required to our outsource partners and their agents.
3. Report on agent training completed and standards achieved and monitor advisors’ skill and knowledge levels.
4. Work closely with our outsourced partners and their training team to ensure timely and effective training delivery and to constantly evolve relevant training content.
5. Provide support to the outsource partner training team when required.
6. Build strong relationships with internal Electric Ireland stakeholders to keep abreast of processes, products and existing pain points in order to maintain an up-to-date training syllabus and deliver an ongoing quality training programme.
7. Assess training quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with stakeholders to improve training performance.

Experience and Qualifications

1. Excellent written, verbal and interpersonal communication skills.
2. A relevant 3rd level qualification or equivalent work experience is essential.
3. Demonstrable previous customer service experience.
4. A courteous nature with strong customer service orientation and empathy for customers.
5. The ability to stay calm under pressure.
6. Flexibility.
7. Eager to learn, initiative taker and problem-solver.
8. Experience using SharePoint and creating PowerPoint content.
9. A good working knowledge of Electric Ireland’s wide range of energy products, services, policies and processes is a distinct advantage.
10. Training related qualifications advantageous.
11. A good working knowledge of Electric Ireland’s wide range of system applications (CRM7, SFE, Liberty, SAP (SRP, IRP)) is a distinct advantage.
12. Previous experience in developing and executing training programs is an advantage.
13. Previous experience of supporting and/or working in a call centre environment.

Location

Based in Electric Ireland Offices in Santry with regular visits to other locations including our service partners located in Cork and Dublin.

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

Reporting to

Reporting to the Training Manager Electric Ireland.

Why Work with Us?

1. Opportunity to lead Ireland’s transition to a net zero carbon future.
2. Progressive, hybrid working model.
3. Career development through mentoring and training.
4. Corporate Social Responsibility Opportunities.
5. Sports and Social Clubs.
6. Networking opportunities.
7. Credit Union.
8. Access to staff well-being programmes.
9. Generous parental leave entitlements.
10. Strong values-based and inclusive culture.
11. Strong commitment to diversity, equity and inclusion.
12. Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted.

Closing Date

14th February 2025.

Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie

If you have any queries in relation to this job, please contact recruitment@esb.ie

Your application will be held in reserve for 6 months should you be suitable for the role.

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