Team Lead - Customers

EirGrid Group has developed an ambitious Business Strategy to respond to the unprecedented level of change and opportunity in the energy industry. Our Purpose is to Transform the Power System for Future Generations and our primary goal is to Lead the Island’s Electricity Sector on Sustainability and Decarbonisation.

Join us on our journey of transforming Ireland’s power system for future generations.

The Team

The infrastructure office within EirGrid comprises highly skilled professionals with backgrounds in engineering and business/commerce. The Infrastructure Office is responsible for leading the development and delivery of the power system and interconnection investment programmes, in collaboration with partners, customers & communities.
The Customers & Connections function prepares and manages contracts for connection and use of the transmission system in Ireland and develops related connection policy as the industry evolves. The team also leads the close collaboration with industry customers and related stakeholders who are key for the achievement of renewable targets, the continuation of sustainable economic growth, supporting security of supply and the transition of decarbonise the Irish power system. The team continually seek opportunities to develop collaborative ways of working with industry to drive better outcomes for all.

Job Purpose

This role presents an exciting opportunity for a customer focussed and motivated individuals to lead a team responsible for delivering high quality, support to EirGrid’s connection customers and industry stakeholders in EirGrid’s C&C team. These customers and stakeholders are important to Ireland from many aspects including the achievement of our renewable targets, the continuation of sustainable economic growth, supporting security of supply and the transition of the Irish power system.

The successful candidate will be required to interact on a regular basis with senior management and C-suite executives in the customers’ and stakeholders’ organisations and with senior management and C-suite executives within EirGrid to manage complex and challenging interactions and to drive better outcomes for all. The role will also require the successful candidate to deputise for the Head of C&C when required.

This role involves developing and leading a high performing customer account management team to support EirGrid’s customers and key industry stakeholders. This will require oversight of customer account management and developing new ways to ensure an effective and consistent end-to-end Customer journey for our customers. A key focus of this role will be to enhance engagement with these customers and stakeholders, in line with EirGrid’s Stakeholder Engagement Strategy, to drive better outcomes for all.

Key Responsibilities

• As we transition to a low carbon energy future, use your knowledge and expertise to lead the team in a fast-paced, highly collaborative work environment.
• Lead the development of internal structures, procedures and process documentation for quality customer engagement to ensure a structured, consistent and effective approach to our customer engagement. Working knowledge of CRM systems is important.
• Lead the customer team in effective industry engagement and coordination with customers and stakeholders including regular and effective communication, understanding their needs, meaningful engagement, accurate reporting and relationship management as applicable.
• Represent the company externally at conferences and events, delivering presentations and engaging in external forums and bodies as appropriate.
• Represent EirGrid in stakeholder, and customer engagements, and managing complex and challenging interactions and to drive better outcomes for all.
• Lead a team of professionals in work allocation and providing a quality and consistent customer service to all customers.

• Lead strategic change to effectively adapt to meet the changing needs of customers, industry stakeholders and company strategy by exploring industry best practice and identifying innovate solutions.
• Collaborate with peers within EirGrid to meet business priorities, manage resolution of complex issues, provide guidance and act as an escalation point to the Head of C&C.
• Support the development of high-performance capabilities and behaviours within the team in order to develop their competencies and a proactive customer and stakeholder engagement approach.
• Work collaboratively with and provide support, guidance and assistance to team members and other teams within EirGrid.
• Provide thought leadership and advocate industry best practices and principles.
• Contribute to the strategic development of the C&C team and the Infrastructure Directorate.

Essential skills/experience

• Relevant degree or equivalent qualification with minimum 10 years relevant experience working in a regulated environment, ideally in the energy sector.

• Broad understanding of the complex technical and commercial aspects of the power industry, customers and key industry stakeholders.
• Proven experience of leading effective customer and stakeholder engagement in a complex environment with an ability to drive successful outcomes.
• Working knowledge and experience using a CRM tool is important
• Passionate and engaging with a drive and enthusiasm to deliver on the company Strategy with and through others.
• Excellent communicator, able to understand and articulate technical and / or commercial concepts to non-technical audiences and business leaders.
• Strong ability to lead, persuade and influence others to move towards a common vision or goal and to work collaboratively with and through others through developed skills of communication and diplomacy.

If you believe you have the skills and experience relevant for this position, please upload your CV and a cover letter. We want to hear from you.

Closing date for applications
10th January 2025
EirGrid is an Equal Opportunities Employer