Connection Coordinator

Connection Coordinator
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%.

Close Date: 8th December 2025
We Also Provide The Following Additional Benefits

• 25 Days Annual Leave plus bank holidays.
• Reservist Leave – Additional 18 days full pay and 22 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 69kVA.

You will provide a focal contact for Connection Services customers who operate within the UK Power Networks footprint. You will provide quotations, booking site visits, taking payment, raising MPAN numbers and co-ordinating 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.

Dimensions
Responsible for the end-to-end process of all works up to 69kVA in categories LVSSA & LVSSB. This incorporates the raising of enquires, through to the quotation stage, to the scheduling of the delivery teams to complete the work.

You will be part of the team responsible for delivering £10.6m of incentive revenue to UKPN, through the mechanism of Broad measure of Customer service (BMoCS) and Average time to Quote and Connect (ATTQ/C). The Connection Services BMoCS score accounts for 50% of our total revenue potential, therefore it is important that the post holder is willing to take accountability for the projects they involved in and plays an important part in strengthening the customer satisfaction score by their actions and performance. A breakdown of the BMoCS by area can be seen at the end of the document.

Principal Accountabilities

• Take ownership for the entirety of the customers' journey, being the customers' sole contact with UKPN throughout the end-to-end process.
• Contributing to the BMoCS score for the area, therefore essential that the highest levels of customer service are offered.
• Accountable for the BMoCS scores achieved on their projects.
• Receive and process the customer's initial enquiry.
• Book surveyor site visits
• Raise, issue and manage customer's quotations
• Complete network checks and examine network records to ensure accuracy of quote and design they provide
• Take payment from customer for their project, either over the phone, or provide them with the details of alternative methods to pay. ie BACS transfer
• Ensure that all tasks are completed within the regulator defined time lines, of ATTQ & ATTC, and there are no Guaranteed Standards of Performance failures within their area.
• Raise work packs that are fit for purpose and include utility drawings
• Raise Purchase orders where required.
• Raise and provide our customer with MPAN numbers
• Raise street works permits through liaison with local authorities, and order any traffic management that is required to complete the job.
• Have sole responsibility of managing all street works permits for your customers, including liaison with local authorities, TM companies, excavation manager and
• Schedule and monitor all works into weekly programmes
• To safely schedule staff (direct and contractors) for the region.
• Monitor all works in the weekly programmes to ensure full utilisation of the resources and updating of scheduling tools
• Operate work management tools (SAP , MRS and SAP CRM) and PC systems to help plan, issuing and completion of work
• Communicate with both operatives and contractors on any site issues to ensure customer works are delivered.
• Report and have constant customer communication, including proactive contact with updates, clear correspondence with information about their project, and ensuring the customer is informed and happy with the timelines and the work to be completed
• Show a clear commitment to ensuring customer works are completed on the agreed date, and to the expected standard
• Resolve and act as the sole contact for all customers issues or complaints that fall within the customers project
• Take and resolve telephone queries from internal and external customers.
• Take ownership of and support in the investigation of customer complaints.
• Record and co-ordinate Electricity Guaranteed Standards and GSOP Standards.
• Ensure compliance is at the core of all tasks completed
• Communicate with contactors to ensure compliance with NRSWA.
• To 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.
• To assist with any compliance or UAT projects.
• To assist the management team in the progression of the team and department, through other projects/ tasks that benefit the wider Connection services team. This may include financial, business process, regulatory or compliance activities

Qualifications

• An attitude for excellent customer service.
• Good telephone skills.
• Good level PC literacy and use a variety of systems with fast and accurate keyboard skills.
• Team working – The ability to work co-operatively with others to achieve shared goals and improve the contribution of all members of the team.
• And problem resolution.
• Flexible attitude to work and working hours.
• 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 Connections Coordinator role within the Connection Services department is without question one of the most crucial and rewarding roles within the business due to its direct influence and influence to the UK Power Networks BMoCS performance.

The nature of the business is such that the vast majority (at least 70%) of customers are one-off transactional customers; there is therefore only one chance to create a positive and lasting impression of the business. This requires customer-facing staff of the highest calibre that have been trained in and can explain technical and practical aspects in a way that can be understood by multiple customer abilities.

The Connection Coordinator will report directly to the Connection services Team Leader.

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 the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

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 status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
If you have any queries in connection to this vacancy or your application, please contact us at quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.