Technical Support Assistant

2 weeks ago

Bury St Edmunds, United Kingdom UK Power Networks Full time

Technical Support Assistant, Major Connections 78609

This Technical Support Assistant, Major Connections will report to the Business Support Team Manager and will work within Major Connections based in our Bury St Edmund's office. You will be a permanent employee.

You will attract a salary of £35,061 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**: 14/04/2024.

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.
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 as you will resolve queries and provide advice on competition in connections initiatives.

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. You will deliver excellence in customer service, maintaining high quality, accurate, information and response to our customers both externally and internally.

**Principal Accountabilities**:
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 revalidations requested by customers where a previous quotes exists
Manage the re-quote/revalidation 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 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
Work with the wider MC team to assist in the team's collective determination to ensure that the business achieves its financial, quality, safety and customer service performance targets

**Knowledge, Skills, Qualifications and Experience**:
Essential

Already be in possession of City & Guilds 232 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
Customer focused with strong verbal and written communication skills 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 Business Support Team Leader who in turn reports to the Major Connections Manager EPN. Technical Support Assistants will report to the Business Support team Leader along with several Business Support Assistants.

The Technical Support Assistant will work alongside the CPMs to gain experience of design and pricing.

As Technical Support Assistant, the jobholder will demonstrate the ability to work in a time critical, compliance environment and possess 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

If in doubt ask

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital

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