Connection Coordinator

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

You will attract a salary of £36,723 and a bonus of 3%.

Close Date: 11th October 2026

We also provide the following additional benefits

• 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.

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 be part of the team responsible for delivering £10.6m of incentive revenue to UKPN, through the mechanism of Broad measure of Customer service (BMoCS) and Average time to Quote and Connect (ATTQ/C). The Connection Services BMoCS score accounts for 50% of our total revenue potential, therefore it is important that the post holder is willing to take accountability for the projects they involved in and plays an important part in strengthening the customer satisfaction score by their actions and performance.

A breakdown of the BMoCS by area can be seen at the end of the document.

N
ature 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 influence 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 multiple customer abilities.

The Connection Coordinator will report directly to the Connection services Team Leader.

Principal Accountabilities:

• Take ownership for the entirety of the customers' journey, being the customers' 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's 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…