Broadening the horizons

From generating power to debtor collection - we meet the Customer Supply Debtors Team in Ferbane.

Dealing with bad debts and customer payment issues was not what this group of Shannonbridge staff thought they might end up doing in 'another life' in their ESB career, but that is exactly what this Power Generation group did when they broke the mould back in mid-2004. The group consists of Eamon Larkin, Pat Corbett, Pat Watts, Mary Hanniffy, Jimmy Egan, Sean Lynam and Malcolm Cassidy. The group had been considering various options ranging from moving to other business units such as Networks, to possibly early retirement, but in their own words they 'decided to give it a go' and went into the unknown territory of Domestic Debt Collection for Customer Supply.

Following the closure talks in Shannonbridge, an Enterprise Committee was set up to explore all options for staff. It was this Committee that met Paul Cullen, who had himself moved from the position of Station Manager in Lanesboro/Rhode to Manager, Billing and Payments in CS, to look at what could be done. With the assistance of Sean Lowry and Enda Powell in Power Generation and Andrew Giles and Sheila Cleary in Customer Supply, the group nervously made the move into unchartered waters.

Sheila herself had worked in Debtors and with the assistance of a colleague began training the group in the old Shannonbridge station, where they were initially operating from. From mid-2004 until January 2005, the group were trained and operated the old Customer System, but then their formal training and operation of the new SAP system took place. Sheila and Andrew are highly impressed with the speed and enthusiasm that the group embraced the work in Debtors Collection.

The group took over responsibility for domestic debt collection in the Connaught/Ulster region. The area is spilt between them and each morning they log into their respective counties and pick up all the accounts that are in arrears. Each individual finds her/himself then taking on the very sensitive issues and sometimes-personal difficulties facing customers with bad debts or slow payments. This can involve dealing with St. Vincent de Paul or MABS in various counties, and the work can be both stressful and rewarding, but of a highly sensitive nature. Sheila Cleary, Team Leader, explains the various training that was carried out in computer skills, Debtors handling and FAS courses. "All of the staff have benefited greatly from the courses they have already completed, but their own enthusiasm and ability to change from Power Generation duties to a totally new environment of dealing with customers has been very impressive. All the courses have built on their confidence and skills"

Andrew Giles, Debtors Manager, says, "You have to be able to deal with people, sometimes during difficult circumstances and then organise payments or make arrangements with the customers. It requires great interpersonal and communication skills and you have to use your own judgement a lot of the time."

The group have since moved to Ferbane, where they are now operating from a new premises just outside the town. Pat Corbett, who is responsible for the Cavan/Monaghan area, says it originally started off as a pilot scheme and he thought he'd give it a go. "I was 27 years in Power Generation and knew nothing else. Dealing with Community Welfare Officers and difficult situations with customers was not something I ever thought I'd see myself doing. It's a whole new career for me and I am thoroughly enjoying it."

For Malcolm Cassidy it was a slightly easier move as he was already involved in community development work, so it was a step in the same direction. "We were all very raw, however, in the beginning, and it was a shock to the system, particularly as I had been on shift. I can now look forward to having my weekends off. The learning is ongoing but it is a team effort and we are conversing all the time. I always thought I'd end my career in a Power Station and I didn't want to leave ESB when the old station in Shannonbridge closed and this has given me the opportunity to move to a totally new environment."

Jimmy Egan from Shannon Harbour, whose son Alan is on the Offaly Hurling panel, was thinking of taking VS but decided he'd take a look at other options. "Initially I found it strange dealing with customers over the phone in an open plan office but now I don't even notice."

The group, who are now well and truly settled into their 'new careers,' are a shining example of what opportunities could be out there when innovation, enthusiasm and a willingness to take on new challenges and step into the unknown are embraced. In their own words - 'give it a go'!