Connection Coordinator

UK Power Networks; England; On-site; GBP 36,000; Full time

Job summary

A leading utilities provider is looking for a Connection Coordinator to oversee customer connections and ensure high-quality service delivery. The role involves being the main point of contact for customers throughout their journey by providing quotes, scheduling site visits, and addressing complaints. The ideal candidate will have a strong customer service orientation, good telephone skills, and excellent team collaboration abilities. This full-time position is based in Bury, United Kingdom, with competitive salary and additional benefits.

Benefits

25 Days Annual Leave

Reservist Leave

Personal Pension Plan

Cycle to Work Scheme

Occupational Health support

Discounted gym membership

Qualifications

• Strong problem-solving skills and positive attitude towards customer service.
• Ability to work cooperatively with team members to achieve shared objectives.
• Good electronic and computer skills with fast keyboard proficiency.

Responsibilities

• Serve as the main contact for customers, guiding them through the entire process.
• Responsible for handling customer complaints and issues effectively.
• Complete all tasks within defined regulatory timelines to assure compliance.

Skills

Customer service

Telephone skills

PC literacy

Teamwork

Problem resolution

Education

GCSE level or equivalent

C&G 2339

Job description

81558 - Connection Coordinator

This Connection Coordinator will report to the Team Leader and will work within Connection Services based in our Bury office. You will be a permanent employee.

You will attract a salary of 35158 and a bonus of 3%.

Close Date : 2nd November 2025

Benefits

• 25 Days Annual Leave plus bank holidays.
• Reservist Leave Additional 18 days full pay and 22 unpaid
• 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 Season Ticket Loan
• Tax efficient benefits : Cycle to Work Home & Tech and Green Car Leasing Schemes
• Occupational Health support
• Switched On scheme providing discount on hundreds of retailers products
• Discounted gym membership
• 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.

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 customer’s journey being the customer’s 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 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 – e.g. BACS transfer.
• Ensure that all tasks are completed within the regulator defined time lines of ATTQ & ATTC and that 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 customer’s issues or complaints that fall within the customer’s 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 contractors 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 activities.

Qualifications

• 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.
• 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.

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.

Equal Employment Opportunity Statement

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.

Required Experience

IC

Key Skills

Corporate Risk Management, Electronics, Infection Control, Bakery, ELV, Accident Investigation

Employment Type

Full Time

Experience

years

Vacancy

1