82158 - Connection Coordinator
This Connection Coordinator will report to the Team Leader and will work within Connection Services based in our Bury St.Edmunds office. You will be a permanent employee.
You will attract a salary of £35,158 and a bonus of 3%.
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 provide a focal 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 main contact for a customer and to take them through each stage of the job, for which they will have full accountability.
Principal Accountabilities:
Take ownership for the entirety of the customers' journey, being the customers' sole contact with UKPN throughout the end-to-end process.
Contributing to the BMoCS score for the area, therefore essential that the highest levels of customer service are offered.
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 have constant customer communication, including proactive contact with updates, clear correspondence with information about their project, and ensuring the customer is informed and happy with the timelines and 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 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.
To work as a team with area Work planners, Field staff supervisors and Field Engineers to ensure staff are scheduled and utilised.
Ensure all compliance activities are complete
Communicate with other Directorates when 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 activitiesQualifications:
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.
And problem resolution.
Flexible attitude to work and working hours.
Work with other staff and other teams within UK Power Networks and external partners.
Minimum of a C&G 2339 but not essential.
Educated to GCSE level or equivalent