Connection Coordinator

The Connection Coordinator will report to the Team Leader and will work within Connections Services, Network Operations based in our Borehamwood office. You will be a permanent employee.., Connections Services is 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.

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.

You will provide excellent service to customers, and providing quotations, booking site visits, processing payment, raising MPAN numbers and co-ordinating the execution of the work programming. This will require the post holder to be the contact for a customer and to support them through each stage of the job.

Principal Accountabilities:

Develop great relationships with customers

Receive and process the customer’s initial enquiries

Facilitate the booking of surveyor site visits

Raise, issue and manage customer’s quotations

Process payments for customers

Operate work management tools (SAP and SAP CRM) and PC systems to help plan, issuing and completion of work

Liaise with both operatives and contractors to support with any site issues

Help investigate customer complaints and escalate

Record and co-ordinate Electricity Guaranteed Standards and GSOP Standards

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

What we are looking for:

Excellent customer service experience

Desire to develop and succeed

Computer literate and use a variety of systems with fast and accurate keyboard skills

Work co-operatively with others to achieve shared goals and improve the contribution of all members of the team

Initiative to resolve problems

Nature and Scope:

The Connections Coordinator role within the Connection Services department is without question one of the most crucial and rewarding roles within the business due to its direct influence and effect to the 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 and can explain technical and practical aspects in a way that can be understood by customers.

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 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 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 where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

If in doubt ask!

We are committed to equal employment opportunity regardless of race, colour, 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.

You will attract a salary of £31,426 per annum and a bonus of 3%.

Close Date: 31st December 2024

We also provide the following additional benefits

25 days annual Leave

Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)

Tenancy Loan Deposit scheme

Tax efficient benefits: cycle to work scheme

Season ticket loan

Occupational Health support

Switched On – scheme providing discount on hundreds of retailers products.

Discounted access to sports and social clubs

Employee Assistance Programme.