Customer Service Co-Ordinator

Customer Service Co-ordinator

Reference Number - 78245

This Customer Service Co-ordinator will report to the MPAN Management Manager and will work within the Income Management / Finance directorate based in our Crawley office. You will be a permanent employee.

You will attract a salary of 27,687.00 and a bonus of 7.5%. 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

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.

Job Purpose:

This is an exciting opportunity for the right person to join the UK's best performing DNO and support the electrical industry by enabling customers to obtain additional metering points and facilitate the metering of low carbon technology on the network.

The MPAN Management Team delivers excellent Customer Service to both business and domestic customers who require a new MPAN (Meter Point Administration Number) to enable them to contact a supplier to fit a meter.

Following comprehensive training you will work with both customers and suppliers to assess requests for both Import & Export MPANs. You will follow industry and company guidelines to identify where MPANs can be issued or will refer customers to other teams.

Principal Accountabilities:

• Coordinate incoming MPAN requests from Customers and Electricity Suppliers by phone, email, and workflows.
• Undertake initial analysis of requests and seek supporting evidence as necessary.
• Take ownership of the Customer relationship, maintaining high levels of Customer Service and offering support to less knowledgeable customers to walk them through the process.
• Create and issue MPANs to Customers and Suppliers
• Work with other teams to ensure that dangerous or illegal connections are identified and handed over to the relevant teams.
• Work alongside colleagues to ensure that MPANs are correctly addressed and serve as a unique identifier of the metering point.
• Be an ambassador of Company values when interacting with other teams or external customers.
• Be aware of and understand the requirements of Safety, Health and the Environment (SHE) to the role. Ensuring that unsafe installations are reported accordingly.
• Work in accordance and compliance with company standards and ISO 9001.

Qualifications:

• Educated to at least GCSE Pass in English and an appropriate numerate discipline (such as mathematics or engineering).
• Experience in an appropriate Customer Service or engineering role.
• Experienced in managing customer relationships and with good negotiation skills.
• Can demonstrate high levels of Customer Service.
• Experience providing detailed troubleshooting and resolutions to users and a desire for continuous improvement.
• Knowledge of confidentiality and GDPR.
• Knowledge of Connections, Competition in Connections and the UK Power Networks geographic area would be an advantage.
• Knowledge of, or the desire to learn, network terminations within a customer's premise and appropriate electrical installations.

Nature and Scope:

You will work well with other team members and the wider business to deliver the additional MPAN service ensuring end-to-end customer management with high levels of quality and Customer Service.

You will, after training, understand the different types of situations where customers may require an MPAN and will apply our policies to determine if the customer is referred for works, further investigation or if an MPAN can be raised. You will uphold our values of Safety while delivering excellent Customer Service.

You will work within a regulated industry and so will be expected to demonstrate an understanding of the legal, regulatory, and commercial drivers that may affect MPAN requests and UK Power Networks obligations to the customer and the industry.

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.

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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.