About this role
Position Description Enterprise Services’ People Operations Team are responsible for the day-to-day delivery of people services across the employee lifecycle, from hire to retire. The HR Support Centre Team provides first-level support and information across a broad range of HR services and initiatives, helping employees and pensioners access clear, accurate and timely support. As a HR Support Centre Team Member, you will act as an initial point of contact for HR-related queries and service requests, providing clear and concise support on HR processes and practices while contributing to an improved end-user experience. In support of ESB’s strategic objectives, this role helps deliver efficient, consistent and customer-focused people services by supporting employees and pensioners, resolving routine HR queries, enabling self-service where appropriate, and working with HR colleagues to ensure queries are progressed and resolved effectively. Key Responsibilities Act as the initial point of contact for HR-related queries and service requests from employees and pensioners, handling email, system and phone queries. Log all queries using the MSM Marval ticketing system and ensure records are maintained accurately. Assist with processing HR service requests, including Long Service Awards, Cycle to Work, Medical Benefits Claims and personal information updates. Resolve general queries promptly and accurately using agreed messaging and templates, redirecting employees to self-service where appropriate. Collaborate with People Operations, Business Units and Centres of Excellence to support resolution of more complex queries. Escalate unresolved queries to second- and third-level HR support, ensuring accurate information is provided to enable efficient resolution. Monitor query trends, identify opportunities for process or information improvement, and support the ongoing update of knowledge repositories and job aids. Experience and Qualifications Essential A minimum of 1–2 years’ relevant work experience. Strong customer service skills, including call or query handling experience. Ability to provide accurate, consistent and timely information on HR-related topics in a professional manner. Ability to work effectively in a busy team environment and manage multiple tasks at the same time. Excellent telephone manner, with strong interpersonal and communication skills. Strong MS Office skills, with a high degree of data accuracy and attention to detail. Desirable Knowledge of HR practice, policies, procedures and employment legislation along with SAP PHR or SuccessFactors experience would be an advantage. A HR qualification or equivalent relevant work experience is desirable. SAP PHR or SuccessFactors experience would be an advantage. Location This position will be based in ESB’s Head Office at Fitzwilliam 27, Dublin 2. 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 The successful candidate will report to the Team Leader, HR Support Centre, People Operations, Enterprise Services. 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 programmes 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 €33,500 - €40,200 per annum (depending on experience) Closing Date 18th September 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 prio r to commencement of employment.