Field & Customer Support Analyst

Join us, be part of more.  

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.  
  

About your team:  

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

About your role: 
The main purpose of this role is to ensure we deliver the optimal balance of customer experience and engineer visits to maximise the services & solutions division’s performance. Your main responsibility will be to manage the daily workload and productivity of our Field Service Engineers. A key aspect of the role is to set the engineers up for success, to optimise their performance and to help deliver an exceptional customer experience. Being able to orchestrate cross-functional support to a growing Services & Solutions Team is critical as Bord Gáis Energy expands its customer offering. The successful candidate should have strong communication skills and have the ability to support day-to-day tasks for engineer success while focusing on providing an excellent customer experience.

You’ll work closely with Area Managers and Field Engineers to provide the best customer experience and ensure we uphold SLA’s. You’ll also collaborate with our sales and contact centre teams. You’ll analyse and report on key metrics to ensure delivery against targets, and compile reports for management as required.

Here's what we’re looking for: 

• Excellent customer focus and a proven drive to deliver great customer outcomes
• Operational experience in a customer centric business, ideally in the energy industry
• Strong schedule management and exceptions handling skills
• Effective team player who’s willing to go above and beyond for customers
• Ability to effectively prioritise and work efficiently under pressure
• Adaptable and resilient individual who embraces change

Why should you apply?   
  
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.  
  
https://www.morethanacareer.energy/bordgais 

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.    
 

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.