Connection Coordinator

Connection Coordinator – Alternative Networks (now part of Daisy Group). This Connection Coordinator will report to the Team Leader and will work within Connection Services based in our Bury St. Edmunds office. You will be a permanent employee. You will attract a salary of £35,158 and a bonus of 3%. Closing Date 8th December 2025 Benefits 25 Days Annual Leave plus bank holidays. Reservist Leave – Additional 18 days full pay and 22 days unpaid. 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, Season Ticket Loan. Tax‑efficient benefits: Cycle to Work, Home & Tech, and Green Car Leasing Schemes. Occupational Health support. Switched On – scheme providing discount on hundreds of retailers’ products. Discounted gym membership. Employee Assistance Programme. Job Purpose Connections Services is responsible for the end‑to‑end service provision of metered connections to customers who require a new or altered service within the Broad Measure of Customer Service (BMoCS) minor category. This includes services of 1 to 4 properties or power requirements up to 69 kVA. You will provide a focal contact for Connection Services customers who operate within the UK Power Networks footprint. You will provide quotations, book site visits, take payment, raise MPAN numbers and co‑ordinate the execution of the work programming. This will require the post holder to be the main contact for a customer and to take them through each stage of the job, for which they will have full accountability. Principal Accountabilities Take ownership for the entirety of the customer’s journey, being the customer’s sole contact with UKPN throughout the end‑to‑end process. Contribute to the BMoCS score for the area, ensuring the highest levels of customer service are offered. Remain accountable for the BMoCS scores achieved on projects. Receive and process the customer’s initial enquiry. Book surveyor site visits. Raise, issue and manage customer quotations. Complete network checks and examine network records to ensure accuracy of quote and design. Take payment from customer for their project by phone or provide alternative payment methods such as BACS transfer. Ensure all tasks are completed within regulator‑defined timelines of ATTQ & ATTC, preventing Guaranteed Standards of Performance failures. Raise work packs that are fit for purpose and include utility drawings. Raise purchase orders where required. Provide customers with MPAN numbers. Raise street‑works permits through liaison with local authorities and order any required traffic management. Manage all street‑works permits for customers, liaising with local authorities, traffic management companies, and excavation managers. Schedule and monitor all works into weekly programmes, ensuring full utilisation of resources. Safely schedule staff (direct and contractors) for the region. Monitor weekly programmes to ensure full utilisation and update scheduling tools. Operate work‑management tools (SAP, MRS, SAP CRM) and PCs to plan, issue and complete work. Communicate with operatives and contractors on any site issues to ensure customer works are delivered. Report and maintain constant customer communication, including proactive updates and clear correspondence about the project. Show a clear commitment to completing customer works on the agreed date and expected standard. Resolve and act as the sole contact for all customer issues or complaints within the customer’s project. Take and resolve telephone queries from internal and external customers. Take ownership of, and support, investigation of customer complaints. Record and coordinate Electricity Guaranteed Standards and GSOP Standards. Ensure compliance is at the core of all tasks completed. Communicate with contractors to ensure compliance with NRSWA. Work as a team with area work planners, field staff supervisors and field engineers to ensure staff are scheduled and utilised. Ensure all compliance activities are complete. Communicate with other directorates when working at the regional office. Assist with any compliance or UAT projects. Assist the management team in the progression of the team and department through other projects or tasks that benefit the wider Connection Services team, including financial, business‑process, regulatory or compliance activities. Qualifications An attitude for excellent customer service. Good telephone skills. Good level of PC literacy and the ability to use a variety of systems with fast and accurate keyboard skills. Team working – the ability to work cooperatively with others to achieve shared goals and improve team contribution. Problem‑resolution skills. Flexible attitude to work and working hours. Ability to work with other staff and other teams within UK Power Networks and external partners. Minimum of a C&G 2339 but not essential. Educated to GCSE level or equivalent. Nature and Scope The Connection Coordinator role within the Connection Services department is crucial and rewarding due to its direct influence on UK Power Networks’ BMoCS performance. The majority (at least 70%) of customers are one‑off transactional customers, so creating a positive and lasting impression is essential. This role requires customer‑facing staff of the highest calibre, trained to explain technical and practical aspects in an understandable way for all customers. 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 their work, including the public, visitors and employees of other organisations. Employees must understand the health and safety risks involved in their work activities and apply the necessary controls to manage those risks. If in doubt, ask Equal Employment Opportunity We are committed to equal employment opportunity regardless of race, colour, 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. Contact Information If you have any queries in connection to this vacancy or your application, please contact us at careers@ukpowernetworks.co.uk quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible. Seniority Level Entry level Employment Type Full‑time Job Function Other Industries IT Services and IT Consulting #J-18808-Ljbffr