Business Support Team Leader (Major Connections)

78266 - Business Support Team Leader (Major Connections)

This Business Support Team Leader (Major Connections) will report to the Major Connections Manager East of England and will work within Major Connections based in our Bury St Edmunds office. You will be a permanent employee.

You will attract a salary of £48,326 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:.28/01/2024

Should you not have the full range of essential skills, qualifications and competencies listed below, there may be an opportunity for further training to equip you. If you do not have all relevant competencies for the core grade, it will be appropriate to appoint at a lower grade until you have developed the required competencies.

We also provide the following additional benefits

• Annual Leave
• 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
• Tax efficient benefits: cycle to work scheme
• Season ticket loan
• Occupational Health support
• Switched On - scheme providing discount on hundreds of retailers products.
• Discounted access to sports and social clubs
• Employee Assistance Programme.

Role Purpose:

You will lead a team comprised of Technical and Business Support Assistants who will provide administrative, business and basic technical support to the Major Connections team from initial enquiry to acceptance of quotation, design submission, final delivery of the connection and business closure.

Reporting to the Major Connections Manager, you will work with the Major Connections Commercial Analysts to provide Business Support to enable regular business and regulatory compliance reporting to be achieved. You will also need to work with the Senior Project Managers, supporting their teams.

You will ensure every project is recorded on our systems which is monitored for progress and has an assigned owner who will manage the project from enquiry to final closure. You will input to regular reports on LC15 and LC52 compliance, turnaround times, project manager efficiency, project progress and business closure will be an important part of this role.

DIMENSIONS:

• Process ownership of customer enquiries received into the Major Connections team from the Projects Gateway team and direct from customers
• Supervise approximately four Business Support staff based within the EPN footprint providing administrative and technical support to the Major Connections team
• Number of enquiries per year: circa 1,300 and rising
• Number of connections per year: circa 115 and rising
• Manage EPN DG Surgery Service
• Annual turnover of the Major Connections activity: circa £56m per year

PRINCIPAL ACCOUNTABILITIES:

You will manage the Major Connections Support team spread across several office locations and will carry out the following activities;

Financial:

• Update project records when customer payments are received
• Produce customer invoices, processing refunds and recording in SAP
• Pursue, or assist other staff in pursuing outstanding payments
• Raise purchase orders and purchase requisitions in SAP
• Receipt of materials and services and arranging payment of supplier invoices

Customer:

• Maintain register of customer enquiries on our systems
• Liaise with colleagues to obtain information for updating project records
• Receive and record external customer queries
• Carry out minimum information checks on new enquiries
• Contact ICP's and IDNO customers regarding minimum information and extension to contestability initiatives
• Help resolve and respond to customer queries and liaising with other UK Power Networks staff
• Be a contact for customers in the absence of other team members

Process:

• Update project data and liaising with other UK Power Networks staff (updating of Major Connections database's, SAP CRM notes and transaction history)
• Manage the Major Connections mailboxes
• Log and process handovers received from the Connections Projects Teams/Competition in Connections
• Produce the daily budgets and formals work monitoring report
• Prepare project files and work packs
• Monitor the progress of projects in respect of regulatory requirements
• Produce reports from SAP and comparing with project data to ensure parity or investigate and rectify anomalies
• Generate MPANS for accepted schemes
• Prompt telephone handling
• General Business Support tasks

People:

• Promote and lead by example on the UKPN safety fundamentals
• Manage staff performance monitoring and development plans
• Arrange and attend team days and monthly Team Briefings
• Help lead the team SHE Action Plan
• Promote and demonstrate good customer service

Qualifications and Experience:

Essential

• Have or will undertake C&G 2339
• Sound knowledge of the Connections business processes and in particular Major Connections
• Aware of the section's business, environmental, safety, financial, and regulatory obligations (SLC15, SLC12 & SLC52)
• Experience working with Microsoft packages and SAP CRM/CP1
• Have excellent customer orientation
• Provide excellent customer service in dealing with both internal and external customers through the updating of project data and resolution of customers' queries and complaints
• Initiative for problem resolution
• Build good working relationships with colleagues and other teams within UK Power Networks and also with external partners
• Work to a high standard of detail and accuracy

Preferred

• A professional qualification in business and management, such as a CMI certificate in leadership & management
• Awareness of PowerBI, Netmap, Poweron/ADMS, Mavis, MPRS, Land Registry
• Leadership experience

NATURE AND SCOPE:

The Major Connections EPN team is positioned within the Connections Directorate and is managed by the Major Connections Manager for the East of England.

As the Business Support Team Leader, you will lead a team who will support the Major Connections team ensuring projects are delivered promptly and within budget. The Major Connections team are located at several office locations within EPN, and travel on occasion may be necessary for the Team Leader to attend at these locations.

You will be commercially aware, have good analytical skills, process knowledge and a basic understanding of the technical process requirements for designing simple connections to the network. You will be a team player.

You will demonstrate a knowledge of relevant administrative and business processes required to meet customer expectations in this project environment. You will also operate inside a Regulatory environment where performance is judged upon absolute delivery against licence conditions, safety, and compliance.

As part of the role you will complete a UK Power Networks leadership programme.