Description
Department: Billing
Employment Type: Full Time
Location: Hybrid & Sandyford, Dublin 18
Salary: €60-65k OTE
As Yuno Energy grows its Domestic Billing & Collections operation, we need a dedicated departmental Training Manger to raise the standard and consistency of agent training and to own process documentation end to end, reviewing and updating existing documents and establishing a single centralised repository, with annualised version control so the current approved version is always clear.
Key Responsibilities
Process Documentation & Repository
- Review and keep current all Billing & Collections process documentation in a single centralised, accessible repository.
- Operate annualised version control and an ongoing review cycle so the current approved version is always clear, and the library stays audit-ready.
Onboarding & Continuous Training
- Design and deliver a structured Day 1–Month 5 onboarding roadmap across Billing & Collections, with integrated assessments to confirm competency and identify gaps early.
- Develop refresher training informed by QA metrics and skills-gap analysis, targeting full process coverage across all teams and eliminating single points of failure.
Business Readiness & Change Training
- Act as a key stakeholder in IT delivery and business readiness, updating or creating process documents and training out changes ahead of go-live.
- Coordinate training rollout, manage attendance records and provide post-implementation support.
Training Materials & Records
- Create and maintain branded, version-controlled training materials, packs, process guides, video and e-learning modules that are accessible to all agents.
- Maintain an auditable training log and accurate onboarding, assessment, refresher and change-training records.
People Management
- Line management of the Quality Assurance Specialist, set objectives, hold regular one-to-ones and support their development and performance.
- Ensure QA outputs and performance insights feed directly into training priorities.
Skills, Knowledge and Expertise
Essential
- Proven experience in a training, learning & development or capability role, ideally in a high-volume operational or contact-centre environment.
- Track record of designing and delivering structured onboarding programmes with milestone-based competency assessment.
- Strong process documentation skills, including maintaining a controlled document library with version control.
- Ability to build refresher and continuous training informed by performance data and skills-gap analysis, and to support business readiness for operational or system change.
- Confident facilitator, well organised with records, able to maintain accurate, auditable training logs and work effectively with operational managers and change teams.
Desirable
- Working knowledge of the Irish energy market and Billing & Collections processes, including relevant regulatory obligations (CRU).
- Familiarity with Microsoft 365 (Teams, SharePoint) and e-learning / content authoring tools, including producing video and e-learning content.
- Understanding of quality assurance frameworks and how QA outputs feed training need.
Benefits
- Competitive salary and bonus structure
- Private Pension Contribution Scheme with Zurich Life
- Discounted Health Insurance - Group Scheme with Laya Healthcare
- Employee Assistance Program provided by TELUS Health
- Free Online GP Services via Webdoctor.ie
- Excellent career progression opportunities in a growing company with strong market presence
- Fast-paced, friendly team environment
- Continuous training and development
- Annual leave that increases with service
- Exclusive PrepayPower Staff Tariff
- Modern offices with excellent facilities in Sandyford
- Active CSR, Wellness, and Social initiatives plus great social events
- Refer-a-Friend Scheme
- TaxSaver Travel Tickets & Bike-to-Work Scheme
About Yuno Energy
Our innovative approach delivers radical transparency and rewards energy efficiency. With just a few taps, customers can gain a clear view of their energy habits—tracking every hour, unit, and cent of their usage. In 2025, together with PrepayPower, we proudly reached over 350,000 customer connections.
Why Work at Yuno Energy
At Yuno Energy, we believe work should be both challenging and rewarding. Ranked among Ireland’s Great Places to Work, we offer ambitious individuals a dynamic, fast-paced environment with exciting opportunities for growth.
Join us and become part of a dynamic, ambitious team that’s shaping the future of energy.
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