Connection Coordinator

82888 - Connection Coordinator

This Connection Coordinator will report to the Connection Services Team Leader and will work within Connection Services based in our Bidder Street office. You will be a permanent employee.

You will attract a salary of £40,144 per annum and a bonus of 3%.

Close Date: 8th September 2026

We also provide the following additional benefits

• 25 Days Annual Leave plus bank holidays.
• Reservist Leave – Additional 18 days full pay and 22 unpaid
• 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, Season Ticket Loan
• Tax efficient benefits: Cycle to Work, Home & Tech, and Green Car Leasing Schemes
• Occupational Health support
• Switched On – scheme providing discount on hundreds of retailers' products
• Discounted gym membership
• Employee Assistance Programme

Job Purpose:

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.

You will be to provide a contact for Connection Services customers who operate within the UK Power Networks footprint. You will provide 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 contact for a customer and to take them through each stage of the job, for which they will have full accountability.

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 our total revenue potential. Therefore, it is important that the post holder takes accountability for the projects they are involved in. The post holder must also play an important part in increasing the customer satisfaction score through their actions and performance.

Nature and Scope:

The Connections Coordinator role within the Connection Services business unit is one of the most crucial roles within the business. It is also one of the most rewarding due to its direct influence and impact on 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 and can explain technical and practical aspects in a way that can be understood by multiple customer ability.

Principal Accountabilities:

• Be the customers' sole contact with UKPN throughout the end-to-end process.
• Contribute to the BMoCS score for the area, it is important that we offer the highest levels of customer service.
• 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 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 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 help plan, issuing and completion of work
• Communicate with both operatives and contractors on any site issues to ensure customer works are delivered.
• Report and communicate with customers. This includes making proactive contact with updates, corresponding with information about their project. Additionally, inform the customer about the timelines and work to be completed, ensuring their satisfaction.
• Commit to ensuring that you complete customer works on the agreed date and to the expected standard.
• Resolve and act as the sole contact for all customers issues or complaints that fall within the customers project
• Take and resolve 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
• Communicate with contactors to ensure compliance with NRSWA.
• Work as a team with area Work planners, Field staff supervisors and Field Engineers to ensure that we schedule and utilise staff.
• Ensure all compliance activities are complete
• Communicate with other Directorates.
• 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

Qualifications:

• Work as a team.
• An attitude for excellent customer service.
• Good telephone skills.
• Good level PC literacy and use a variety of systems with fast and accurate keyboard skills.
• Team working – The ability to work co-operatively with others to achieve shared goals and improve the contribution of all members of the team.
• Problem resolution.
• Flexible attitude to work and working hours.
• Work well with other staff and other teams within UK Power Networks and external partners.
• Minimum of a C&G 2339
• Educated to GCSE level or equivalent

Required Skills:

• Define and align with the companies vision
• A practical, hands-on, value adding individual
• Establish and maintain relationships
• A team player and be enthusiastic about sharing knowledge and enjoys working with others

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’re committed to creating an inclusive workplace where everyone feels welcome, valued and able to be themselves. We encourage applications from people of all backgrounds, experiences and perspectives. If you meet the essential criteria and believe your skills, experience or transferable strengths could make you a great fit for the role, we’d love to hear from you. If you need any adjustments or support during the recruitment process, please let us know and we’ll be happy to help

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.