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Technical Support Assistant

4 months ago

Maidstone, United Kingdom UK Power Networks Full time

76669

This Technical Support Assistant will report to the Lead Design Engineer and will work within Connections, SPN Projects based in our Maidstone office. You will be Permanent employee..

You will attract a salary of £37,491 plus benefits and a bonus of 3%.

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 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 a lot of contact with customers to resolve queries and provide advice on connections projects.

You will raise and complete variations and re-quotes within the Connections team, raising of invoices, asset hierarchy requests, post quote calls and you may be asked to help in Q&DP. To help with future development you will also develop skills in the assessment of the point of connection (POC), pricing works and producing work packs. You will deliver excellence in customer service, maintaining high quality and accurate information and response to our customers both externally and internally.

**Principal Accountabilities**:
Identify, and assist the designers in processing re-quotes and 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 Lead Design Engineer

Produce simple estimates for works and produce customer point of connection offers.

Support the Lead Design Engineer 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

Raise variations and complete invoices for the additional works

Manage the Asset Hierarchy requests promptly

Work with the wider Connections team to support the team's collective determination to ensure that the business achieves its financial, quality, safety and customer service performance targets

To be aware and understand the requirements of Health, Safety and Sustainability (HSS) relevant to your role

Have an appreciation of network records and basic LV network operational procedures to identify a point of connection

Help the business to deliver excellent standards of customer service and contribute to training programmes

Attitude and commitment - positive contribution to the our goals and a wiliness to learn to achieve continuous improvement in the business and individually

Contact customers to establish whether a Designer has given the customer an excellent customer experience by asking for a mark out of 10 to support the Major Connections Customer Service Scores.

**Qualifications**:
Essential

Already be in possession of City & Guilds 232 in Electrical Engineering, work towards this (or similar) qualification.

knowledge of variation and requote processes

Knowledge of Asset Hierarchy

Knowledge of the Connections business processes

Understanding of current Standards and Licence Conditions

Experience working in an office-based environment utilising Microsoft packages, SAP and Netmap (experience using Navigator advantageous)

Customer-focused and comfortable communicating at all levels with both internal and external partners and customers.

You will be flexible, adaptable and motivated in all areas of Projects

Work to a high standard of detail and accuracy

Desirable

Organisational awareness

Pricing experience

**Nature and Scope**:
The Connections Directorate designs and undertakes new and altered electricity connections within the UK Power Networks Licence areas.

You will report to the Lead Design Engineer who in turn reports to the Head of Connection Projects (South).

You maybe required to travel to and provide cover at any of UK Power Networks' offices.

Financial Authorisation Level will be set to appropriate level by the business.

Commitment to customer service is necessary to deliver the highest levels of customer service on a daily basis. This will be demonstrated by customer compliments, feedback and from the handling of customer complaints.

You will work with the Connections designers to gain experience of design and pricing. You will be aligned and wholly comfortable with UK Power Networks values.

You will demonstrate the ability to work in a time-s