Senior Team Member - Pay As You Go (18-Month Fixed-Term Contract)

Job description

Position Description This is an opportunity for an experienced Pay as You Go (PAYG) professional to join Electric Ireland’s Customer Solutions team. The role requires practical PAYG experience and a strong understanding of prepayment customer accounts, meter-related processes, payments and debt management. You will help deliver accurate, compliant and customer-focused PAYG operations across residential and small and medium-sized enterprise (SME) accounts. The role contributes to ESB’s strategic objectives by supporting responsible debt management, sustainable revenue collection and positive customer outcomes. Drawing on your PAYG experience, you will help ensure that operational and compliance activities are delivered in line with internal policies, market rules and regulatory requirements. You will use your PAYG knowledge to reconcile and monitor customer accounts and financial transactions across billing and customer relationship management (CRM) systems; investigate anomalies; resolve payment, vending, billing and account queries; and maintain effective controls. Working with colleagues, service partners and other stakeholders, you will also identify practical process improvements and support the continued development of PAYG services as customer, regulatory and business needs evolve. Key Responsibilities Apply hands-on PAYG experience to manage day-to-day activities across residential and SME customer accounts. Manage PAYG debt and credit activity in line with agreed policies, customer protections and regulatory requirements. Resolve customer queries and complaints across service channels, including issues relating to top-ups, payments, meters, billing and account balances. Maintain accurate PAYG customer records across billing and CRM systems, investigating account or transaction discrepancies and progressing them to resolution. Support the delivery of team KPIs, including preparation of reports, data extracts and analysis. Liaise with internal stakeholders and outsourced partners to support effective PAYG activities. Support the PAYG Team Lead in a step-up capacity Assist in the training and development of team members Experience and Qualifications Essential Minimum 2 years' practical experience in Pay as You Go or prepayment operations is essential. This should include experience working with PAYG customer accounts and a sound understanding of payments or top-ups, meter-related processes, billing, debt or credit activity, and account reconciliation. Experience using PAYG, billing, CRM or financial systems to review transactions, identify discrepancies and progress issues to resolution. Clear and respectful communication skills, with the ability to explain account information and support customers who may have differing needs or circumstances. Good attention to detail and ability to work accurately with financial and customer data. Ability to manage multiple tasks and meet deadlines in a fast-paced operational environment. Comfortable working with systems and reports (e.g. SAP, billing or finance systems). Proficient in Microsoft Office, particularly Excel and Outlook. Desirable Experience in energy supply, regulated utilities, credit control or high-volume customer operations. Knowledge of customer protection requirements, market rules or regulatory obligations relevant to prepayment services. Location This position will be based in Electric Ireland, Swift Square, Santry, Dublin. Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week . All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business. Reporting To Pay as You Go Team Lead Why Work with Us? Opportunity to lead Ireland’s transition to net zero carbon future Career development through mentoring and training Corporate Social Responsibility Opportunities Sports and Social Clubs Networking opportunities Credit Union Generous Pension Access to staff well-being programs Generous parental leave entitlements Strong values-based and inclusive culture Strong commitment to diversity, equity and inclusion Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted Salary €41,500 - €48,800 per annum (depending on experience) Closing Date 3rd November 2026 Interview Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy: Accountable and Ethical Collaborative Growing and Adaptive Proactive Respectful and Supportive More information available on Our People Promise Notes Your application will be held in reserve for 6 months should you be suitable for the role. The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.