Customer Services Coordinator

JOB TITLE: Customer Services Co-ordinator

REPORTS TO: Quotations Manager

FUNCTION: Network Operations – Connection Services

LOCATION: Potters Bar

Salary range £26,000 – £28,800depending on experience

Job Purpose:

The Domestic & SME Services Customer Services Co-ordinator is fully accountable and responsible for the end to end service provision of metered connections to customers who require a new service or altered service within the Broad Measure of Customer Service (BMoCS) minor category which includes services to 1 to 4 properties or power requirements <70kVA.

Whilst fully accountable for the end to end service the primary responsibility is for achieving the minor quotation BMoCS score targets of which the postholder has full direct control. The secondary responsibility is to work closely with Network Operations to ensure the minor delivery BMoCS score targets are also achieved through effective team working and collaboration. The minor quotation and minor delivery scores will account for 50% of the UK Power Networks Broad measure of Customer Satisfaction under RIIO ED1 and therefore this role and associated performance is a significant contributor to the successful delivery of the business plan.

Dimensions:

Budget: Not applicable but gross margin performance on completed connections is a key measure of financial performance.

Staff: Not applicable

Contractors: None as Network Operations are responsible for delivery all works.

No. of Quotations/Connections: circa 800 per annum

Principal Accountabilities:

• Adhering to and acting in a manner that is commensurate with our ‘Stay Safe’ culture where our aim is absolute Zero Harm for all staff and contractors alike.

• Providing an excellent service experience for our customers by fully understanding their needs to enable an appropriate technical solution and quotation to be produced that is explained and understood by our customers that in turn leads to successful attainment of our Broad Measure of Customer Service (BMoCS) targets on a regular and consistent basis (i.e. our customers rate our service as deserving at least a 9 out of 10 score on average).

• Will be the ‘single point of contact’ for customers throughout their service experience (i.e. from receiving the enquiry, producing a quote through to completion of the works and checking customer satisfaction).

• Producing quotations that are accurate and thus enable all planned costs to be recovered and to enable successful delivery of the on-site works to budget. This will include (and not limited to any or all of the following):

• Providing a single point of contact for our customers
• Responding to customer enquiries
• Designing connection solutions
• Arranging site visits
• Preparing customer quotations
• Raising invoices
• Taking payment
• Processing customer orders
• Preparing work packs
• Providing scheduled work programme dates
• Regular customer liaison from initial enquiry to completion
• Monitoring and review of costs
• Agreeing cost variations (upstream and downstream)
• Technical completion of jobs

• Proactive and timely communication and liaison with customers to ensure they are fully up to date with how their work is progressing, are happy with our service and if any dissatisfaction is identified – quickly action solutions to address the issue and restore our customers confidence with our service provision.

• Appropriate regular liaison and collaboration with colleagues in Network Operations to ensure smooth delivery of our works and to support the minor delivery BMoCS scores.

• The Guaranteed Standards of Performance (GSoPs) timescale targets are to be met all times.

• All processes and information systems data entry requirements to be strictly followed and updated on an on-going and real time basis.

Nature & Scope:

Connections Services is a newly created business unit that brings together the former Highway Services, Small Services, Disconnections and Gateway businesses/functions. The Customer Services Co-ordinator role within the Domestic & SME business is without question one of the most challenging and rewarding roles within the business due to its direct influence and impact to the overall 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. This requires customer facing staff of the highest calibre that have been trained in customer service skills and can explain technical and practical aspects in a way that can be understood by a wide range of customer ability.

To ensure that only the highest calibre people with the right customer service ethic and innate ability to grasp technical concepts, a rigorous selection, induction, training and development process applies as follows:

Knowledge, Skills, Qualifications and Experience:

Essential:

• Has proven experience of delivering excellent customer service.
• Has the ability to listen, empathise, influence, persuade and engage with people at all levels in a confident and assured manner.
• Has the ability to handle ‘difficult or challenging’ customer conversations.
• Has excellent planning and organisational skills.
• Can multi-task and work to tight timescales.
• Is highly efficient and productive.
• Has good attention to detail.
• Has a positive ‘can-do’ attitude.
• Is able to take the initiative and develop solutions to challenges.
• Be receptive to on-going coaching and developmental feedback and prepared to adapt/change accordingly.
• Has good levels of numeracy and literacy (e.g. GCSE grade C or above).
• Is a competent IT user of Microsoft Office products.
• Has a good level of understanding technical or practical concepts.
• Has or is able to obtain health and safety management qualifications to IOSH or similar.
• Has or is able to obtain an electrical qualification to C&G 2339 (formally 232) or similar.
• Is fully aligned and wholly comfortable with UK Power Networks company culture, values and leadership style i.e. impeccable ethical and moral behaviour, coupled with unquestionable integrity and character.

Desirable:

• Skilled and/or qualified in a technical discipline (electrician, mechanic etc).
• Completed a formal customer service qualification.
• Customer face to face or telephone sales experience.
• Experience of using SAP or other IT systems.
• Knowledge of electricity distribution networks.
• Knowledge of the electricity networks Connections environment.

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 are responsible for ensuring they fully 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 particularly where there are legal requirements, employees are responsible for understanding those impacts and the controls they must ensure are applied.

If in doubt ask!