Job Description
Reporting to
Connection Services Team Leader
Function
Connection Services
Location
Bidder Street- Hybrid Working
Reference Number
77376
Employment Period
Permanent
Contract Type
Collective
Bonus
3%
Salary Range
£34,303 per annum (depending on experience)
Closing Date
12th August 2023
All applications will be reviewed after the closing date
Job Purpose:
Connections Services is fully responsible for the end to end service provision of metered connections to customers who require a new or altered service within the Broad Measure of Customer Service (BMoCS) minor category. This includes services of 1 to 4 properties or power requirements up to 69kVA.
The role is to provide a focal point of contact for Connection Services customers who operate within the UK Power Networks footprint. The role will include providing quotations, booking site visits, taking payment, raising MPAN numbers and co-ordinating the execution of the work programming. This will require the post holder to be the single point of contact for a customer and to take them through each stage of the job, for which they will have full accountability and ownership.
Dimensions:
Responsible for the end to end process of all works up to 69kVA in categories LVSSA & LVSSB. This incorporates the raising of enquires, through to the quotation stage, to the scheduling of the delivery teams to complete the work.
Principal Accountabilities:
Receive and process the customer’s initial enquiry
Book surveyor site visits
Raise, issue and manage customer’s quotations
Take payment
Raise work packs that are fit for purpose and include utility drawings
Raise and provide our customer with MPAN numbers
Schedule and monitor all works into weekly programmes
To safely and effectively schedule staff (direct and contractors) for the region.
Monitor all works in the weekly programmes to ensure full utilisation of the resources and updating of scheduling tools
Operate work management tools (SAP and SAP CRM) and PC systems to assist with the planning, issuing and completion of work
Liaise with both operatives and contractors on any site issues
Report and have constant communication with customers
Taking and resolving telephone queries from internal and external customers.
Take ownership of and support the investigation of customer complaints.
Record and co-ordinate Electricity Guaranteed Standards and GSOP Standards.
Liaise with contactors to ensure compliance with NRSWA.
To work as a team with other Business Services Administrators, Field Engineers to ensure staff are effectively scheduled and fully utilised.
Liaise with other Directorates as necessary to ensure effective working at the Regional Office.
To assist with any compliance or UAT projects.
To assist the management team in the progression of the team and department, through other projects/ tasks that benefit the wider Connection services team. This may include financial, business process, regulatory or compliance activities
Knowledge, Skills, Qualifications and Experience:
Ability to work in a pressured environment as part of a highly focused team.
An attitude for excellent customer service.
Good telephone skills.
Good level PC literacy, with the ability to learn and use a variety of systems with fast and accurate keyboard skills.
Team working – The drive and ability to work co-operatively with others to achieve shared goals and optimise the contribution of all members of the team.
Initiative - A bias for action and problem resolution.
Flexible attitude to work and working hours.
Self motivated, with a strong drive to succeed.
Ability to build good working relationships with other staff and other teams within UK Power Networks and external partners.
Key Competencies:
Able to define and align with the companies vision
Able to define and align with companies key priorities
A practical, hands-on, value adding individual
Interpersonal skills that establish and maintain relationships
A team player willing to learn and develop, enthusiastic about sharing knowledge and actively enjoys working with others
Nature and Scope:
The Connections Coordinator role within the Connection Services business unit is without question one of the most crucial and rewarding roles within the business due to its direct influence and impact to the overall UK Power Networks BMoCS performance.
The nature of the business is such that the vast majority (at least 70%) of customers are one-off transactional customers; there is therefore only one chance to create a positive and lasting impression of the business. This requires customer facing staff of the highest calibre that have been trained in customer service skills and can explain technical and practical aspects in a way that can be understood by a wide range of customer ability.
The Connection Coordinator will report directly to the Connection services Team Leader.
Please Note: Internal candidates are eligible to apply for internal positions once they have successfully completed any contractual probationary period.
Health & Safety Responsibilities
Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.
Employees will ensure they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.
Employees need to be aware that for some craft and operational roles that work at height, or use fall arrest devices, there is an upper weight limit of 116Kg due to maximum safe working load of the safety equipment that is used.
If in doubt ask!
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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