Connection Coordinator

UK Power Networks (Operations) Ltd; England; On-site; GBP 36,000; Full time

Job summary

A leading utility company is seeking a Connection Coordinator to enhance customer service within Connections Services. Located in Bury St Edmunds, you will process inquiries, manage quotations, and coordinate site work. The ideal candidate will have strong customer service experience and the ability to use management tools like SAP. This role is vital for maintaining customer satisfaction and achieving performance standards, offering a competitive salary and bonus opportunities.

Qualifications

• Experience in a customer-facing role is essential.
• Ability to handle customer inquiries and complaints effectively.
• Experience with work management tools is preferred.

Responsibilities

• Develop customer relationships and manage initial inquiries.
• Facilitate site visits and manage quotations.
• Process payments and coordinate work execution.

Skills

Excellent customer service experience

Computer literate with fast and accurate keyboard skills

Team collaboration

Problem-solving initiative

Tools

SAP

SAP CRM

Job description

81589 - Connection Coordinator

The Connection Coordinator will report to the Team Leader and will work within Connections Services, Network Operations based in our Bury St Edmunds office. You will be a permanent employee.

You will attract a salary of 35,158 per annum 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 & adhering to Guaranteed Standards of Performance (GSoP). This includes services of 1 to 4 properties or power requirements up to 69kVA.

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.

You will provide excellent service to customers, providing quotations, booking site visits, processing payment, and co-ordinating the execution of the work programming. This will require the post holder to be the contact for a customer and to support them through each stage of the job.

Principal Accountabilities:

• Develop great relationships with customers
• Receive and process the customer's initial enquiries
• Facilitate the booking of surveyor site visits
• Raise, issue and manage customer's quotations
• Process payments for customers
• Operate work management tools (SAP and SAP CRM) and PC systems to help plan, issuing and completion of work
• Liaise with both operatives and contractors to support with any site issues
• Help investigate customer complaints and elevate
• Record and co-ordinate Electricity Guaranteed Standards and GSOP Standards
• 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

What we are looking for:

• Excellent customer service experience
• Desire to develop and succeed
• Computer literate and use a variety of systems with fast and accurate keyboard skills
• Work co-operatively with others to achieve shared goals and improve the contribution of all members of the team
• Initiative to resolve problems

Nature and Scope:

• The Connections Coordinator role within the Connection Services department is without question one of the most crucial and rewarding roles within the business due to its direct influence and effect to the 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 customers.
• 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 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.

If in doubt ask!

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.