Technical Support Assistant

UK Power Networks; Maidstone; Hybrid; GBP 43,000; Full time

Job summary

A leading energy provider is seeking a Technical Support Assistant in Maidstone. You will manage customer connections, provide excellent service, and assist with project tracking. Ideal candidates will have a City & Guilds in Electrical Engineering and experience with Microsoft packages. The role offers a salary of £42,005 and a blended working option after the probation period.

Benefits

22 Days Annual Leave + Bank Holidays

Personal Pension Plan - up to 10% contribution

Private Medical Cover

Cycle to Work Scheme

Season Ticket Loan

Qualifications

• Possess City & Guilds 2304 in Electrical Engineering.
• Experience working in an office using Microsoft packages.
• Ability to interpret customer requests accurately.

Responsibilities

• Provide excellent customer service for Major Connections customers.
• Manage the connections queue of projects.
• Assist Commercial Project Managers with processing re-quotes.

Skills

Customer focused

Attention to detail

Technical awareness

Education

City & Guilds 2304 in Electrical Engineering

Tools

Microsoft packages

SAP 4.6

Netmap

Job description

This Technical Support Assistant, will report to the Commercial Analyst and will work within Major Connections SPN based in our Maidstone office. You will be a permanent employee.

You will attract a salary of £42,005 and a bonus of 3% This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 07/12/2025

We also provide the following additional benefits

• 22 Days Annual Leave + Bank Holidays
• Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Private Medical Cover/Simply Health
• 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:

You will provide excellent Customer Service for Major Connections customers requesting quotations for connection to UKPN's network. We ask that you have a high level of technical awareness, with an understanding of the electricity network to interpret and assess customer requirements. Within the role you will contact with customers to resolve queries and provide advice on competition in connections processes.

The primary role of the job role will be to manage the connections queue of projects that have been accepted to ensure they are on track to achieve a completion of their works and responsibilities set out at time of connection offer. This will include regular contact with the customers and checking validity of any customer responses. Flagging up where customers are not on track and are not responding to ensure optimum network utilization by connections customers. You will manage the initial screening of enquiries entering the Major Connections team from the Gateway and will work with Commercial Project Managers assessing the point of connection (POC), and several other system reviews and updates.

Principal Accountabilities:

• Identify, and assist the Commercial Project Managers in processing re-quotes and/or re-validations requested by customers where a previous quotes exists
• Understand customer's technical requirements and obtain all the relevant information from them to ensure that we can provide the customer with a quotation for the non contestable costs of connection
• Manage the re-quote/re-validation portfolio to tight timescales including the provision of status information to the Commercial Analyst
• Undertake simple point of connection (POC) analysis using network records and other company systems
• Produce simple estimates for non contestable works and produce customer point of connection offers
• Assist CPMs with tracking and compliance ICP's design submissions for simple projects, initiate legals where required and produce work packs promptly for the delivery team and auditors
• Review costs against budget for projects delivered
• Support the Business Support Team Leader by monitoring information being entered into SAP & other systems and providing advice to Business Support Assistants
• Ensure that the team works within the regulatory framework to minimise complaints and LC12/15, EGS/EOS failures
• Deliver excellent standards of customer service and contribute to training initiatives

Knowledge, Skills, Qualifications and Experience:

• Already be in possession of City & Guilds 2304 in Electrical Engineering, be working towards (or prepared to undertake) this (or similar) qualification, or able to demonstrate suitable competency
• Knowledge of the Connections business processes
• Understanding of current Standards and Licence Conditions
• Experience working in an office based environment utilising Microsoft packages, SAP 4.6 user and Netmap (experience of using Navigator advantageous)
• Customer focused with experience interpreting and responding to customer questions and requests at all levels, internally and externally
• Work to a high standard of detail and accuracy

Nature and Scope:

Major Connections business is a unit within the Connections directorate which is managed by the Head of Major Connections.

Technical Support Assistants within the MC team will report directly to the Commercial Analyst who in turn reports to the area Commercial Projects Manager. Technical Support Assistants will report to the Commercial Analyst along with several Business Support Assistants.

The Technical Support Assistant will work alongside the CPMs to gain experience of design and pricing. The Technical Support Assistant are aligned and wholly comfortable with UK Power Networks values.

This role would suit applicants with limited technical knowledge looking for their first opportunity to gain experience of electrical distribution network design.

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.

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.

If you have any queries in connection to this vacancy or your application, please contact us at [e-mail] quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.