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Technical Support Assistant
2 months ago
79265 - Technical Support Assistant
This Technical Support Assistant will report to the Lead Design Engineer and will work within Connections, Projects based in our Crawley office. You will be a permanent employee.
You will attract a salary of £39,740 and a bonus of 3%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote
Close Date: 08/08/2024.
We also provide the following additional benefits
23 Days Annual Leave plus bank holidaysPersonal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)Tenancy Loan Deposit schemeTax efficient benefits: cycle to work schemeSeason ticket loanOccupational Health supportSwitched On – scheme providing discount on hundreds of retailers products.Discounted access to sports and social clubsEmployee Assistance Programme.Job Purpose:
As the Technical Support Assistant you will support the Projects Design team in the management of customers who request connection to UKPN's network or the diversion / alteration of existing UKPN assets . We are looking for a high level of customer focus coupled with a good appreciation and understanding of UKPN's electricity distribution network up to and including 11kV.
The jobholder will manage the raising and issuing of requotes, variations and invoice and ensuring their timely payment, dealing with Asset Hierarchy requests, making post quote calls for the MCCSS (Major Connections Customer Satisfaction Survey), managing and processing SmartConnect and G99 applications. The jobholder will develop skills to allow them to assess the Point Of Connection (POC), create redline plans, price jobs and produce work packs.
Principal Accountabilities:
Make daily pre MCCSS calls to gauge customer satisfaction, providing detailed feedback and sentiment to Designers and the Lead Design EngineerRaise and processing re-quotes requested by Designers or customersRaise variations and invoices and ensuring their timely paymentComplete Asset Hierarchy requestsManage a portfolio of customer G99 applications ensuring a swift turnaroundComplete network assessments for LCT (Low Carbon Technology) such as ASHP's, GSHP's and EVCP'sUndertake simple Point Of Connection (POC) analysis using network records and other company systems packagesEnsure that the Projects team works within the Regulators framework to minimise complaints and LC12 and GSOP failuresWork with the wider Connections team to ensure that the business achieves its necessary financial, quality, safety and customer service targetsAllow the business to deliver excellent standards of customer service and participate in training programmesKnowledge, Skills, Qualifications and Experience:
Essential
Experience working in an office-based environmentCustomer-focused with experience interpreting and responding to customer requests at all levelsWork solely and as part of a team in time sensitive manorA willingness to develop and learnDesirable
In possession of City & Guilds 2304 in Electrical Engineering or work towards this (or a similar) qualification.Knowledge of the variation & requote processesKnowledge of Asset HierarchyKnowledge of wider Connections business processesUnderstanding of current Standards and Licence ConditionsOrganisational awarenessPricing experienceQualifications
A minimum of GCSE Grade C in both Maths and English (or equivalent)Nature and Scope:
The Connections Directorate designs and undertakes new and altered electricity connections within the UK Power Networks Licence areas.
The Technical Support Assistant will report to the Lead Design Engineer for Crawley & Brighton who in turn reports to the Head of Connections Projects (South).
The Technical Support Assistant may on occasion travel to and provide cover at any UK Power Networks' office.
Financial Authorisation Level will be set to appropriate level by the business.
Commitment to customer service is important 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.
The Technical Support Assistant will work with the Connections Designers to gain experience of design and pricing.
As Technical Support Assistant, you will demonstrate the ability to work in a time-sensitive, compliance environment and have the skills required to deal with technical issues associated with project re-quotes.
This role would suit applicants with limited technical knowledge looking for their first opportunity to gain experience of electrical distribution network design.
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.
