Technical Support Assistant
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Technical Support Assistant

Date: 25-Nov-2021

Location: Crawley-Matthews Yd, Crawley, GB

Position

Technical Support Assistant

Reporting to

Lead Design Engineer

Function

Connections, Projects

Location

Crawley

Reference Number

62970

Employment Period

Permanent

Contract Type

Collective

CiP/Bonus Level

3%

Salary Range

£31,414 + benefits

Closing Date

12th December 2021

 

All applications will be reviewed after the closing date

 

We also provide the following additional benefits

 

  • 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.
  • Supplier discounts, such as O2, EE, Vauxhall cars, Universal tyres
  • Discounted access to sports and social clubs
  • Employee Assistance Programme.

 

Job Purpose:

 

To provide excellent Customer Service for Connections customers requesting quotations for connection to UKPN’s network. This role requires a high level of technical awareness, with a good understanding of the electricity network to be able to interpret and assess customer requirements.  The role requires significant contact with customers to resolve queries and provide advice on connections processes and initiatives. 

 

The jobholder will be responsible for the raising and completing of variations and requotes within the Connections team, raising of invoices, asset hierarchy requests, post quote calls and when required may be asked to help in Q&DP.  To help with future development the jobholder will also be required to develop skills in the assessment of the point of connection (POC), pricing works and producing work packs. The jobholder will deliver excellence in customer service, maintaining high quality, accurate, timely information and response to our customers both externally and internally.

 

 Principal Accountabilities:

 

  • Identify, and assist the designers in processing re-quotes and/or revalidations requested by customers where a previous quotes exists
  • Effectively manage the re-quote/revalidation portfolio to tight timescales including the provision of status information to the Prelims Team Leader
  • Undertake simple point of connection (POC) analysis using network records and other company systems, particularly smaller generation applications.
  • Produce simple estimates for works and produce customer point of connection offers.
  • Support the Prelims Team Leader by monitoring information being entered into SAP & other systems and providing advice to Business Support Assistants
  • Ensure that the team works within the regulatory framework to minimise complaints and LC12/15, EGS/EOS failures
  • Raising of variations and completing invoices for the additional works
  • Managing the Asset Hierarchy requests in a timely manner
  • Work with the wider Connections team to assist in the team’s collective determination to ensure that the business achieves its financial, quality, safety and customer service key performance targets
  • To be aware and understand the requirements of Health, Safety and Sustainability (HSS) relevant to your particular role
  • Have an appreciation of network records and basic LV network operational procedures to be able to clearly identify a point of connection
  • Enable the business to deliver excellent and professional standards of customer service and actively engage in training initiatives
  • Attitude and commitment - positive contribution to the company objectives and a wiliness to learn to achieve continuous improvement in the business and individually

 

Knowledge, Skills, Qualifications and Experience:

 

Essential

  • Already be in possession of City & Guilds 232 in Electrical Engineering, be working towards this (or similar) qualification.
  • knowledge of variation & requote processes
  • Knowledge of Asset Hierarchy
  • Knowledge of the Connections business processes
  • Understanding of current Standards and Licence Conditions
  • Experience working in an office based environment utilising Microsoft packages, SAP and Netmap (experience of using Navigator advantageous)
  • Customer focused with excellent verbal and written communication skills at all levels, internally and externally
  • Flexible, adaptable and highly motivated in all areas of Projects
  • Ability to work as an individual with minimum supervision and as part of a team to meet tight deadlines
  • Ability to work to a high standard of detail and accuracy

 

Desirable

  • Organisational awareness
  • Pricing experience

 

Nature and Scope:

The Connections Directorate designs and undertakes new and altered electricity connections within the UK Power Networks Licence areas.

The Technical Support Assistant will report to the Prelims team leader who in turn reports to the Connections Manager.

The Technical Support Assistant maybe required to travel to and provide cover at any of UK Power Networks’ offices.

Financial Authorisation Level will be set to appropriate level as required by the business.

Commitment to customer service is essential to deliver the highest levels of customer service on a daily basis. This will be demonstrated by but not limited to customer compliments, feedback and from the effective handling of customer complaints.

The Technical Support Assistant will work alongside the Connections designers to gain knowledge and experience of design and pricing. The Technical Support Assistant should be fully aligned and wholly comfortable with UK Power Networks culture and values.

 

As Technical Support Assistant, the jobholder will be expected to demonstrate the ability to work in a time critical, compliance driven environment and possess the skills required to deal with technical issues associated with project re-quotes and work closely with the existing Connections Project Designers.

This role would suit applicants with limited technical knowledge looking for their first opportunity to gain experience of electrical distribution network design.

 

Key Competencies

  • Highly organised
  • Methodical and confident
  • Significant computing knowledge and skills
  • Able to cope well under pressure and complete tasks on time
  • Excellent communication and people skills.

 

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.