Customer Support & Operations Specialist

Job Description

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.

Customer Support & Operations Specialist

Dublin | Hybrid

As a Customer Support & Operations Specialist, you’ll play a key role in maintaining high operational standards across both our internal teams and our external vendor partners—ensuring our customers receive the quality, consistency, and care they deserve.

This role is perfect for someone who loves structure, has a passion for quality, and thrives in a fast‑paced, collaborative environment where their work directly improves how customers experience our services.

The Opportunity

You’ll support service excellence across Customer Operations by leading quality assurance activities, improving processes, and designing training that empowers our people to deliver brilliant outcomes. You’ll be a trusted partner to suppliers, operational teams, and cross‑functional colleagues—helping shape the way we onboard, support and continuously develop our teams.

What you’ll be doing

• Own the calibration of quality standards across Customer Operations
• Conduct internal and external quality audits to maintain compliance and identify opportunities
• Investigate exceptions or deviations and recommend corrective or preventative actions
• Monitor policy and process adherence, supporting implementation of improvements
• Produce insightful quality reporting to highlight trends, risks, and actionable opportunities
• Collaborate with stakeholders to refine processes that meet business and customer needs
• Contribute to new product and process launches from a quality perspective
• Own the design and maintenance of Quality Assurance Agreements with supplier partners
• Drive improvements across our Quality Systems to ensure best‑in‑class service
• Review and sign off SOPs to ensure they align with quality expectations
• Design and deliver training for induction, product releases, and business change
• Create supporting content including briefings, articles, and e‑learning modules
• Maintain accurate training records for audit and compliance
• Support colleagues through the training lifecycle, ensuring they meet competency standards through quality monitoring and feedback

What you’ll bring

• Strong understanding of customer service operations and contact centre metrics
• Knowledge of quality frameworks and audit methodologies
• Excellent analytical and reporting skills
• Confident communication and facilitation skills
• Experience designing and delivering training content
• High attention to detail and a structured approach to problem‑solving
• Ability to build strong relationships and collaborate across multiple teams

Location

This role is primarily based in Dublin, supporting partner operations with onsite supplier engagement as per business requirements.

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.