Connection Coordinator

UK Power Networks (Operations) Ltd; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading utilities provider in the UK is seeking a Connection Coordinator to manage customer service interactions and processes related to metered connections. This role requires excellent customer service skills, computer literacy, and the ability to work collaboratively with others. The position offers a competitive starting salary, bonuses, and opportunities for progression.

Benefits

22 days annual leave

Personal Pension Plan

Tenancy Loan Deposit scheme

Cycle to work scheme

Season ticket loan

Occupational Health support

Discounts on retailer products

Access to sports and social clubs

Employee Assistance Programme

Qualifications

• Must provide excellent service to customers.
• Able to develop great relationships with customers.
• Desire to develop and succeed in the role.

Responsibilities

• Process initial customer enquiries.
• Book surveyor site visits.
• Manage customer quotations and payments.

Skills

Excellent customer service experience

Computer literate

Fast and accurate keyboard skills

Work cooperatively with others

Initiative to resolve problems

Education

Educated to GCSE level or equivalent

Tools

SAP

SAP CRM

Job description

81651 - Connection Coordinator

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

You will attract a starting salary of 33,247 per annum and a bonus of 3%.

Progression to a higher salary scale is possible once full training and competencies are achieved.

We also provide the following additional benefits

• 22 days annual Leave

• 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:

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.

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, and providing quotations, booking site visits, processing payment, raising MPAN numbers 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 coordinate 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

• Educated to GCSE level or equivalent

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