Technical Support Assistant United Kingdom
Job description
76934
This Technical Support Assistant will report to the Senior Project Manager and will work within Major Connections EPN based in our Bury St Edmunds office. You will be a permanent employee..
You will attract a salary of £35,061 + benefits and a bonus of 3%
Close Date: .18/06/2023 All applications will be reviewed after the close date.
We also provide the following additional benefits
Annual Leave
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
Tax efficient benefits: cycle to work scheme
Season ticket loan
Occupational Health support
Switched On – scheme providing discount on hundreds of retailers products.
Supplier discounts, such as O2, EE, Vauxhall cars, Universal tyres
Discounted access to sports and social clubs
Employee Assistance Programme.
Job Purpose:
To 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. You will have contact with customers to resolve queries and provide advice on competition in connections processes and initiatives.
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 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 utilisation by connections customers. You will oversee 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 updates. You will deliver excellence in customer service, maintaining high quality, accurate information and response to our customers both externally and internally.
Principal Accountabilities:
Manage contact with customers during construction phase to ensure projects are progressed promptly.
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
Identify, and assist the Commercial Project Managers in processing re-quotes and/or re-validations requested by customers where a previous quotes exists
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
Assist CPMs with the processing of more complex projects
Support the Business Support Team Leader by managing information being entered into SAP and 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
Work with the wider MC team to support the team's collective determination to ensure that the business achieves its financial, quality, safety and customer service main performance targets
To be aware and understand the requirements of Health, Safety and Sustainability (HSS) relevant to your role
Help the business to deliver excellent standards of customer service and contribute to training programs
Attitude and commitment - positive contribution to our goals and a wiliness to learn to achieve continuous improvement in the business and individually
Qualifications:
Essential
Already be in possession of City & Guilds 232 in Electrical Engineering, work 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 using Navigator advantageous)
Customer-focused both internally and externally
Work as part of a team to meet tight deadlines
Work to a high standard of detail and accuracy
Desirable
Organisational awareness
Pricing experience
Appreciation of the broader Competition in Connections market
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 Senior Project Manager who in turn reports to the area Commercial Projects Manager.
The Technical Support Assistant will work with the wider Major Connections team to gain experience of design and pricing. You will be aligned and wholly comfortable with UK Power Networks values.
As Technical Support Assistant, the jobholder will demonstrate the ability to work in a time-sensitive, compliance environment and have the skills required to deal with technical issues associated with project re-quotes and work with the existing MC Projects team.
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 fully 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 particularly where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.
If in doubt ask!
We are committed to equal employment opportunity regardless of race, color, 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.
