Customer Service Coordinator

79635 - Customer Service Coordinator

This Customer Service Coordinator will report to the Highways Services Team Manager and will work within Network Operations based in our Maidstone office. You will be a permanent employee.

You will attract a salary of £34,891 per annum and a bonus of 3%.

This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 9th October 2024

We also provide the following additional benefits

• 22 Days Annual Leave plus bank holidays
• 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.

Job Purpose:

To provide a focal contact for Highway Services customers who operate across the All Regions of UK Power Networks footprint., the portfolio of work will include metered, therefore providing one contact and single ownership of specific customers, such as such as Local Authorities, Commencial Customers, for all of their highway connection needs. You will provide quotations, receiving orders, raising MPAN numbers and co-ordinating the execution of the work programming.

Principal Accountabilities:

• Undertake any range of projects designed to support the business efficiency of the Highway Services Department. This may include financial, business process, regulatory or compliance activities
• Receive and process the customer's initial enquiry
• Raise, issue and manage customer's quotations
• 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
• Manage regulatory compliance of existing Guaranteed Standards of Performance including operating or controlling the GRT reporting tool
• Communicate with both operatives and contractors on any site issues
• Report and have constant customer communication
• Finalise payment to contractors
• Invoice customers for work that is carried out
• Manage project cost control activities using SAP ECC and SAP CRM, working with Finance and other departments and customers.
• Prepare Customer Reports
• Business close work

Qualifications:

• Knowledge of SAP, or similar financial system and ability to produce and analyse reports
• Engage and present complex information to our senior managers
• And manage and reprioritise workload
• Experience with regulatory requirements
• Good PC skills including comprehensive knowledge in use of Microsoft Office, particularly Excel
• Experience being able to provide excellent customer service in dealing with both internal and external customers
• Experience working as a member of a team.
• Experience seeing through a problem

Nature and Scope:

The Highway Services team deal with the management of metered connections end to end process. Manage all DNO street furniture connections on the highway. The Highway Services team following EGS and Licence Conditions and the team forms part of the Highway Services and Disconnections department.

The team covers all of the daily responsibilities involved in running an organised Highways Services business including the active procurement of all customers' needs and accurate processing through our SAP computer system.

The Highway Services team is managed by the Highway Services Manager who reports directly to the Head of Highway Services and Disconnections. The Highway Services Coordinator will report directly to the Highway Services Team Manager.

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.

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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.