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Connections Liaison Specialist
3 months ago
Connections Liaison Specialist
The Connections Liaison Specialist will report to the Team Leader and will operate within the Connections Services division of Network Operations. This role is a permanent position.
The successful candidate will receive a competitive salary along with a performance-related bonus.
Benefits Include:
- 25 days of annual leave
- Personal Pension Plan with contribution rates of 4% or 5%, complemented by UK Power Networks' contribution of 8% or 10%
- Tenancy Loan Deposit scheme
- Tax-efficient benefits such as a cycle-to-work scheme
- Season ticket loan
- Occupational Health support
- Discounts on a wide range of retail products through the Switched On scheme
- Access to discounted sports and social clubs
- Employee Assistance Programme
Role Overview:
The Connections Services team is responsible for the comprehensive service delivery of metered connections for customers requiring new or modified services within the minor category of Broad Measure of Customer Service (BMoCS). This encompasses services for 1 to 4 properties or power requirements up to 69kVA.
Key Responsibilities:
- Manage the entire process for all works up to 69kVA in categories LVSSA & LVSSB, from initial inquiries to the scheduling of delivery teams.
- Deliver exceptional service to customers by providing quotations, scheduling site visits, processing payments, generating MPAN numbers, and coordinating work execution.
- Establish strong relationships with customers and ensure their needs are met throughout each stage of the project.
- Receive and process customer inquiries efficiently.
- Facilitate the arrangement of surveyor site visits.
- Issue and manage customer quotations effectively.
- Handle customer payments with accuracy.
- Utilize work management tools (SAP and SAP CRM) and PC systems to assist in planning and executing work.
- Collaborate with operatives and contractors to resolve any site-related issues.
- Assist in investigating customer complaints and escalate as necessary.
- Record and manage Electricity Guaranteed Standards and GSOP Standards.
- Support compliance or User Acceptance Testing (UAT) projects.
- Contribute to the management team in advancing departmental initiatives through various projects that enhance the overall performance of the Connections Services team.
Qualifications and Skills:
- Proven experience in delivering excellent customer service.
- A strong desire for personal and professional development.
- Proficient in using various computer systems with fast and accurate typing skills.
- Ability to work collaboratively with team members to achieve common goals.
- Proactive approach to problem-solving.
Role Significance:
- The Connections Liaison Specialist position is pivotal within the Connections Services department, significantly impacting the UK Power Networks' BMoCS performance.
- Given that a large proportion of customers are one-off transactional clients, it is essential to create a positive and lasting impression of the organization.
- The Connections Liaison Specialist will work closely with the Connections Services Team Leader.
