Service Connections Manager

Northern Powergrid; Shiremoor; On-site; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Enrolment into double-matched pension

25 days holiday per year

Personal Transport Provision

Job summary

Northern Powergrid is seeking Service Connections Manager professionals to lead a geographical area within the Domestic and Small Business Connections Team. You will coach and empower Connections Support Coordinators, Technicians and Works Coordinators to deliver top-tier customer service while maintaining safety and performance standards.

The role emphasizes people leadership, process discipline, and continuous improvement in a transforming environment as the company supports low-carbon energy

Qualifications

• Proven track record of leading teams to deliver high-quality service
• Experience in project or financial management delivering on time, within budget and to quality standards
• Understanding of Health, Safety & Environmental management
• UK Driving Licence required

Responsibilities

• Lead a geographical area within Domestic and Small Business Connections Team
• Deliver performance against customer, operational, safety and financial measures
• Ensure high-standard customer service and operational performance
• Coach and develop team members, while holding them accountable
• Drive transformation and continuous improvement within the team
• Manage day-to-day delivery and relationships with stakeholders

Skills

People leadership

Performance management

Customer service

Coaching

Communication

IT skills

Education

ONC/HNC in Electrical Engineering

Tools

MS Word

MS Excel

Job description

We are looking for inspiring and ambitious Service Connections Managers who will lead a team covering a geographical patch across our operating area in the Domestic and Small Business Connections Team. This is an opportunity for experienced people leaders who are passionate about developing others, driving performance and delivering excellent customer outcomes. You'll create a positive, high-performing culture while ensuring robust processes, standards and controls are consistently applied. Success in this role requires the ability to coach and support people, whilst also holding them accountable for delivering against customer, operational and safety commitments.

The energy industry is advancing and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs now and in the future. These roles are a fantastic opportunity to lead a diverse team delivering services that directly support the transition to a low-carbon future, helping customers connect electric vehicle chargers, heat pumps, solar generation and other innovative energy solutions.

As a people leader, you will be responsible for creating a positive, high-performing culture where colleagues feel supported, developed and empowered to succeed. You'll lead a team of Connections Support Coordinators, Connections Technicians and Works Coordinators, providing clear direction, coaching and leadership to ensure outstanding customer service and operational performance. As we continue to grow and evolve our Domestic and Small Business Connections part of the business, we have multiple opportunities available.

This role is about managing day-to-day delivery, as well as playing a key role in shaping the future of our Domestic and Small Business Connections Team, leading your team through an exciting period of transformation and continuous improvement, whilst maintaining a relentless focus on customer satisfaction, safety and performance.

Along with a competitive salary of between £41,595 - £66,340 (Tech A+ pp 7-17) we also offer great benefits such as;

• Enrolment into our double-matched pension scheme
• 25 days holiday per year rising with service
• Personal Transport Provision

We’re excited to hear from candidates with a passion for our company and the energy industry and a desire to succeed.

Key Responsibilities:

The successful candidate will be accountable for:

• Leading a geographical area of the Domestic and Small Business Connections Team, delivering performance against key customer, operational, safety and financial measures.
• Take ownership and deliver excellent customer service performance as measured by Ofgem’s Broader Measure Customer Satisfaction (BMCS) incentive scheme.
• Ensure compliance with associated guaranteed standards of service performance.
• Ensure customers connections are delivered to time, cost and quality.
• Customer service – ability to demonstrate what great customer service looks like and how this can be applied to the provision of our connections services
• Effective communicator - able to adapt your communication style to your audience, show empathy and build rapport, working well with our customers / stakeholders both internally and externally
• Organised and disciplined - able to plan, organise and manage competing priorities of varying levels of complexity, using your own initiative, applying risk management, strong decision making and technical knowledge to offer solutions that enable high performance.
• Team player – a strong team working ethic, who works well in partnership with internal and external stakeholders to deliver results and maintain a quality customer service
• Strong leader – ability to manage, lead and develop a group of people to achieve excellent service in a high-pressured environment delivering large volumes of work in short timescales
• Problem solving – able to work through more complex situations, whilst identifying solutions, to ensure jobs are effectively delivered on time, to cost and meeting the needs of the customer
• People management skills – ability to liaise effectively, influence and build up strong working relationships with contractors, stakeholders and customers to deliver the activity required
• Good IT skills including use of Microsoft applications specifically Word & Excel

Qualifications and Attributes

Essential Qualifications and Experience

• Possess an ONC / HNC in Electrical Engineering or equivalent
• Proven track record of leading teams to deliver a service to customers
• Proven experience of project or financial management for delivering work within time, cost and quality
• Understanding of Health, Safety & Environmental management
• UK Driving Licence

Desirable Qualifications and Experience

• An understanding of the low voltage distribution network including new connections and connections regulatory and legislative framework or cross utility experience.

Closing date for applications: 23rd September 2026.

Candidates will be invited to provide a video interview from 28th September to 2nd October.

Should you be successful, you will be invited to a face-to-face Interview which will be carried out at our Castleford Office.

In order to comply with our electricity distribution licence, we have to ensure our colleagues are fit and proper to visit and enter our customers’ premises. Consequently, as this role may involve visiting and entering our customers’ premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in your application if you are content for this check to be completed.