Connection Coordinator

82011 - Connection Coordinator

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

You will attract a salary of £38,434 per annum and a bonus of 3%.

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 be to provide a 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 single contact for a customer and to take them through each stage of the job, for which they will have full accountability.

Principal Accountabilities:

Be the customers' sole contact with UKPN throughout the end-to-end process.
Contribute to the BMoCS score for the area, it is important that we offer the highest levels of customer service.
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 provide them with the details of alternative methods to pay. ie BACS transfer
Ensure that all tasks are completed within the regulator defined time lines, of ATTQ & ATTC, and 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 communicate with customers. This includes making proactive contact with updates, corresponding with information about their project. Additionally, inform the customer about the timelines and work to be completed, ensuring their satisfaction.
Commit to ensuring that you complete customer works on the agreed date and to the expected standard.
Resolve and act as the sole contact for all customers issues or complaints that fall within the customers' 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.
Work as a team with area Work planners, Field staff supervisors and Field Engineers to ensure that we schedule and utilise staff.
Ensure all compliance activities are complete
Communicate with other Directorates.
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:

Work as a team.
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 well with other staff and other teams within UK Power Networks and external partners.
Ideally a C&G 2339
Educated to GCSE level or equivalent

Required Skills:

Define and align with the companies vision
A practical, hands-on, value adding individual
Establish and maintain relationships
A team player and be enthusiastic about sharing knowledge and enjoys working with others