Technical Coordinator

5 months ago

Livingston, United Kingdom Energy Assets Full time

Job Introduction
**About us**

Established in 2005, we’re a leading, nationwide, utilities infrastructure business, providing:

- innovative metering and data services
- future-proofed network construction and ownership solutions
- low carbon service offerings.

We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions.

We’re committed to inclusivity and welcome applicants from all walks of life who are legally eligible to work in the UK.

**Working with us you will benefit from**

A key strand to our corporate mission is to provide colleagues with high levels of job satisfaction, recognition, and personal development opportunity.
- Competitive compensation package - you’ll receive a competitive salary starting of £22,538, plus the opportunity to receive an annual performance based bonus.
- Work life balance - you’ll benefit from 30 days holiday, which increases each year to a maximum of 35 days.
- Critical injury scheme - we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent. However, you can rest assured in the event a serious injury occurred, you’ll receive support and financial assistance.
- Down to earth and welcoming culture - you’ll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.
- Future career opportunity - as we’re a large organisation covering end-to-end, meter-to-main solutions - there’s lots of opportunity to grow and progress your future utilities career further.
- Long-term, stable industry - this is a permanent role and you’ll be part of an innovative, financially robust organisation, with ambitious growth plans in one of Britain’s core industries

**Your role in detail**

You will be the first point of contact to provide accurate and timely administrative support to internal and external customers of the Technical Helpdesk. you will be available to support engineers to complete their responsibilities with a key focus on minimising aborts.

You’ll be given high levels of autonomy in your role and be responsible for:

- answering calls from engineers, providing guidance and instruction in a confident and accurate manner, using technical knowledge and existing company procedures
- maintaining awareness of, and comply with, the Company’s environmental, H&S management systems; including policy and procedures, and individual responsibilities
- ensuring the accurate reporting of any work-related accidents, dangerous occurrences, and ill health or near miss incidents in line with policy
- reporting any known or suspected defects or failings in the H&S management System without delay
- taking responsibility for both your own safety, and the safety of others
- liaise with customers and suppliers as appropriate to ensure knowledge of issues, provide solutions while delivering first class customer service
- use systems to ensure that information is recorded accurately and with attention to detail
- analysing, managing and closing emergency callouts, liaising with all affected parties to ensure fast and safe turnaround both within Service Level Agreement (SLAs) and in the most cost-effective manner
- ensuring the correct emergency call out rates are paid to contractors in line with Energy Assets contracts
- accurately recording and reporting relevant Management Information (MI) as required
- managing faults by planning customer visits in liaison with engineers
- ordering parts from logistics as required, tracking parts, and ensuring that jobs can complete as planned
- proactively looking to improve efficiency and the customer journey
- building strong relationships with other internal teams in order to achieve mutual understanding, sharing of knowledge and discussions around continuous improvement
- proactively challenging and changing the current way of working by looking at our processes, understanding the impact of our work, proactively questioning and discussing issues to aid mutual comprehension - all with the end customer in mind
- keeping up to date with, and complying with, all company policies and procedures and working practices
- playing an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our core values

**Who we're looking for**
- the ability to remain calm and in control of a demanding and varied workload in an often fast moving environment
- ability to prioritise own workload, and knowing when to appropriately escalate issues or questions
- attention to detail, and a pride in providing accurate and timely support
- strong problem solving and issue resolution ability
- good communication skills, both written and oral
- first class customer service skills
- previous

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