Job Description
We are currently looking for a Technical Support Assistant for our client based in Bury St Edmunds.
Temporary contract for 6-9 months.
To provide excellent Customer Service for Major Connections customers requesting quotations for connection to UKPN's network. This role requires a high level of technical awareness, with a good understanding of the electricity network to be able to interpret and assess customer requirements. The role requires significant contact with customers to resolve queries and provide advice on competition in connections processes and initiatives.
The job holder will be responsible for the initial screening of enquiries entering the Major Connections team from the Gateway and will be working with Commercial Project Managers assessing the point of connection (POC), and various other system reviews and updates. The job holder will deliver excellence in customer service, maintaining high quality, accurate, timely information and response to our customers both externally and internally.
Principal Accountabilities:
• Understand customer's technical requirements and obtain all the relevant information from them to ensure that we can provide the customer with a quotation for the non contestable costs of connection
• Identify, and assist the Commercial Project Managers in processing re-quotes and/or revalidations requested by customers where a previous quotes exists
• Effectively manage the re-quote/revalidation portfolio to tight timescales including the provision of status information to the Commercial Analyst
• Undertake simple point of connection (POC) analysis using network records and other company systems
• Produce simple estimates for non contestable works and produce customer point of connection offers
• Assist CPMs with tracking and compliance ICP's design submissions for simple projects, initiate legals where required and produce work packs in a timely manner for the delivery team and auditors
• Review costs against budget for projects delivered
• Assist CPMs with the processing of more complex projects as required
• Support the Business Support Team Leader by monitoring information being entered into SAP & other systems and providing advice to Business Support Assistants
Knowledge, Skills, Qualifications and Experience:
Essential
• Already be in possession of City & Guilds 232 in Electrical Engineering, be working towards (or prepared to undertake) this (or similar) qualification, or able to demonstrate suitable competency
• Knowledge of the Connections business processes
• Understanding of current Standards and Licence Conditions
• Experience working in an office based environment utilising Microsoft packages, SAP 4.6 user and Netmap (experience of using Navigator advantageous)
• Customer focused with excellent verbal and written communication skills at all levels, internally and externally
• Flexible, adaptable and highly motivated
• Ability to work as an individual with minimum supervision and as part of a team to meet tight deadlines
• Ability to work to a high standard of detail and accuracy