Connection Coordinator

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. The Connection Services BMoCS score accounts for 50% of the company’s total revenue potential, therefore it is vital that the post holder is willing to take accountability for the projects they involved in and plays a key part in driving the customer satisfaction score by their actions and performance.
 
Principal Accountabilities:

• Take ownership and accountability for the entirety of the customers’ journey, acting as the customers’ sole point of contact with UKPN throughout the end to end process.
• Responsible for contributing to the BMoCS score for the area, therefore essential that the highest levels of customer service are offered at all times.
• Accountable for the BMoCS scores achieved on their projects.
• Receive and process the customer’s initial enquiry.
• Book surveyor site visits
• Raise, issue and manage customer’s quotations
• Complete network checks and examine network records to ensure accuracy of quote and design they provide
• Take payment from customer for their project, either over the phone, or provide them with the details of alternative methods to pay. ie BACS transfer
• Ensure that all tasks are completed within the regulator defined time lines, of ATTQ & ATTC, and there are no Guaranteed Standards of Performance failures within their area.
• Raise work packs that are fit for purpose and include utility drawings
• Raise Purchase orders where required.
• Raise and provide our customer with MPAN numbers
• Raise street works permits through liaison with local authorities, and order any traffic management that is required to complete the job.
• Have sole responsibility of monitoring and managing all street works permits for your customers, including liaison with local authorities, TM companies, excavation manager and
• 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 , MRS 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 to ensure customer works are delivered on schedule
• Report and have constant communication with customers, including proactive contact with updates, clear and timely correspondence with information about their project, and ensuring the customer is informed and happy with the timelines and all aspects of the work to be completed
• Show a clear commitment to ensuring customer works are completed on the agreed date, and to the expected standard
• Resolve and act as the sole point of contact for all customers issues or complaints that fall within the customers project
• Taking and resolving telephone queries from internal and external customers.
• Take ownership of and support in the investigation of customer complaints.
• Record and co-ordinate Electricity Guaranteed Standards and GSOP Standards.
• Ensure compliance is at the core of all tasks completed
• Liaise with contactors to ensure compliance with NRSWA.
• To work as a team with area Work planners, Field staff supervisors and Field Engineers to ensure staff are effectively scheduled and fully utilised.
• Complete job closure within the necessary timeframe and ensure all compliance activities are complete
• 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.
• Ideally minimum of a C&G 2339
• Educated to GCSE level or equivalent

 
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

If you have any queries in connection to this vacancy or your application, please contact us at careers@ukpowernetworks.co.uk quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.