Customer Service Coordinator

78755 - Customer Service Coordinator

This Customer Service Coordinator will report to the Highways Assets Team Manager and will work within Network Operations based in our Borehamwood - Hybrid working office. You will be a permanent employee.

You will attract a salary of £29,647 per annum 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: 11th April 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:

To provide a focal contact for Highway Assets customers who operate across the UK Power Networks footprint. The portfolio of work will include metered and unmetered connections, therefore providing one contact and single ownership of specific customers, such as such as Local Authorities, street lighting and street furniture agents, for all of their highway connection needs. You will provide quotations, receiving orders, raising MPAN numbers and co-ordinating the execution of the work programming.

Principal Accountabilities:

• Undertake any range of projects designed to support the business efficiency of the Highway Assets Department. This may include financial, business process, regulatory or compliance activities
• Receive and process the customer's initial enquiry
• Raise, issue and manage customer's quotations
• Raise work packs that are fit for purpose and include utility drawings
• Raise and provide our customer with MPAN numbers
• Schedule and monitor all works into weekly programmes
• Manage regulatory compliance of existing Guaranteed Standards of Performance including operating or controlling the GRT reporting tool
• Liaise with both operatives and contractors on any site issues
• Report and have constant customer communication
• Finalise payment to contractors
• Invoice customers for work that is carried out
• Manage project cost control activities using SAP ECC and SAP CRM, liaising with Finance and other departments and customers.
• Prepare Customer Reports
• Business close work

Qualifications:

• Knowledge of SAP, or similar financial system and ability to produce and analyse reports
• Both verbally and in writing and the ability to engage and present complex information to our senior managers
• Manage and reprioritise workload
• Deep understanding of regulatory requirements
• Good PC skills including comprehensive knowledge in use of Microsoft Office and Excel
• Experience being able to provide excellent Customer Service in dealing with both internal and external customers
• Experience working as a member of a team and
• Experience seeing through a problem

Nature and Scope:

The Highway Assets team deal with the management of both metered and unmetered connections end to end process. It manages all DNO street furniture connections on the highway. The Highway Assets team following EGS and Licence Conditions and the team forms part of the Highway Services and Disconnections department.

The team covers all of the daily responsibilities involved in running an efficient Highways Assets business including the active procurement of all customers' needs and accurate processing through our SAP computer system.

The Highway Assets team is managed by the Highway Assets Manager who reports directly to the Head of Highway Services & Disconnections, Connection Services and GE & Smart Metering. The Highway Services Coordinator will report directly to the Highway Assets Manager

Important Competencies:

• Define and align with the companies vision
• A practical, hands-on, value adding individual
• That establish relationships
• A team player and develop, enthusiastic about sharing knowledge and enjoys working with others

Desired Competencies:

Financial awareness including:

• Meet monthly budgets
• Strategic Saving
• Invoicing
• Debt Management
• Use Microsoft Excel to a good standard

Please Note: Candidates, who are still within a probationary period, must obtain the written approval of their manager, which must be submitted with their application.

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.