Customer Service And Communications Agent

Are you looking to become part of a collaborative team whilst maximising your potential to grow and develop within your career? Apply today.

The Role.

GMC are currently looking for a Customer Service and Communications Agent to join our team.

This is a permanent position in our Customer Service team (non-contact centre), working on projects for clients which include Irish Water and Gas Networks Ireland.

Reporting to the Head of Customer Services, the role is to ensure effective communication with stakeholders regarding project works and to respond to queries and complaints.

Key Duties and Responsibilities will include but are not limited to:

• Respond to project queries/escalations raised by clients, local authorities, and members of the public.
• Co-ordinate and assist with the delivery of project-specific materials to properties within project areas.
• Liaise with customers that may have specific needs or requests (e.g., schools, clinics, etc.).
• Update CRM system with details of all project notifications and queries.
• Manage the allocation and updating of any queries and complaints.
• Prepare and distribute regular reports on project progress to relevant stakeholders.
• Attend and contribute to project meetings, providing updates on customer interactions and issues.
• Assist with the development and implementation of customer service policies and procedures.
• Ensure all communications are professional, timely, and in accordance with company standards.

The Candidate: Required Experience and Competencies:

• High level of literacy.
• Comfortable engaging with the public in a customer-facing environment.
• A relevant qualification in customer service, business administration, or a related field is desirable.
• Additional training or certification in customer service management would be beneficial.
• Ability to prioritise tasks based on stakeholder impact.
• Good knowledge of Microsoft Word, PowerPoint, and Visio.
• Experience with CRM systems would be beneficial.
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work both independently and as part of a team.
• Previous experience in a similar role within the utilities sector is advantageous.

Become a part of something bigger.

At the heart of GMC is our people, from engineers through to customer service and we aim to work collaboratively towards our common goals.

GMC is an equal opportunity employer, and we aim to recruit and retain like-minded people from diverse backgrounds with a wide range of expertise.

In GMC we foster a work culture that promotes collaboration and learning, building an environment where our people have the capacity to maximise their potential whilst gaining the opportunity to continuously develop.

Our Future.

Since the founding of GMC in 1981 by Gerry McCloskey, GMC has grown to be Ireland's leading Civils and Utilities company and the future for GMC is bright. We have engaged with our staff and other stakeholders to agree and publish our core values.

One of our core values is to "Focus on the Future".

Our growth to date reflects the confidence that our customers have in our service delivery, in the innovative approach that we bring to how we do our work, and to our culture of safety and quality.

We have ambitious plans to develop our footprint in Ireland and overseas but understand that every decision we make contributes to people's quality of life throughout generations, and we don't take that responsibility lightly as we build Ireland's infrastructure of tomorrow, today.