Disconnections Senior Co-ordinator

UK Power Networks (Operations) Ltd
Maidstone, Kent
£28021 - £36117/annum
18 Jun 2017
17 Jul 2017
Contract Type
Full Time
The role holder will provide support to the Disconnections Manager & be responsible for the day to day co-ordination, leadership and performance of a programme of electricity disconnections to time, cost, Regulatory and Health and Safety standards across the three Areas, SPN, LPN & EPN.

The role holder will need to demonstrate excellent people skills and an ability to work with other business units.

The role holder will be responsible for meeting Team targets as well as planning areas for improvement or development in order to deliver an exceptional customer experience.

The Disconnections team has 16 employees and is responsible for delivering approximately 2600 physical disconnections per annum across the three Areas, SPN, LPN & EPN with an annual turnover of £2.5M.

Principal Accountabilities:
Shared responsibility for the Disconnections programme of work, ensuring that all quotation, financial & delivery timescales are met and delivered to cost and to the highest possible standards of quality and safety.
Ensure an excellent level of service to all customers resulting in a high level of customer satisfaction and zero customer complaints.
Responsible for the management of the Team Budget to ensure financial targets are achieved.
Assist the Disconnections Manager with completing Individual Performance Reviews for all Disconnections Co ordinators & Site Technicians to the correct timescale and quality.
Assist the Disconnections Manager in the recruitment process.
Set / attend Customer meetings and prepare / submit regular progress reports to the Disconnections Manager.
Set / attend Contractor meetings and/or with Network Operations delivery to ensure that appropriate performance levels are being met by giving feedback on overall progress and performance, challenging performance issues and identifying areas for improvement.
Ensure work is delivered in compliance with Company procedures and to the required standards.
Ensures that a high standard of safety management prevails throughout all areas of responsibility & promotes the Zero Harm philosophy.
The post holder is also required to carry out an emergency Storm role & actively supports the area in preparation, readiness and implementation for a system emergency at local/tactical team level.
Identify training and development needs of team members, ensuring each individual has the right skills and their potential optimised through formal or informal coaching arrangements.

Measures of Success:
Improve the productivity and performance of their own & their Teams programme of work
Accurate and timely information recorded on all operational systems
Delivery of the programme in line with Regulatory targets
Delivery of the programme in line with Financial targets.
Supporting and achieving the goal of zero harm to one’s self, colleagues and members of the public.
Effective understanding and successful implementation of UK Power Networks’ policies and procedures.
Effective utilisation of staff and resources to ensure that jobs are undertaken in priority and appropriately.
No Lost Time in terms of Accidents/Incidents
Recording of Near Misses and reporting of Hazards
Receipt of Compliments and timely resolution of Complaints
Achieve Company targets for Broad Measure of Customer Satisfaction for SPN, LPN & EPN
Positive feedback from Management, other staff and other departments within UK Power Networks as well as external organisations to demonstrate a positive image of the department and the profession.
Employee Engagement score is improved year on year.

Knowledge, Skills, Qualifications and Experience:
Competent understanding of the Broad Measures of Customer Satisfaction
Financial awareness
Knowledge of the Disconnection Process NOC 06 001
Influencing and engaging skills, both verbal and written and displays confidence in dealing with customers, stakeholder groups, managers and employees
Excellent customer management skills in order to deal with the varying needs of an individual customer or a large repeat customer
Possess a high level of competence and attention to safety compliance
High level of PC literacy, Microsoft Access, Excel, Word, Power Point and with the ability to learn and use a variety of bespoke systems.
Comprehension of Company and Regulatory Policies and Procedures
Impeccable ethical and moral behaviour, coupled with unquestionable integrity and character
Balanced and focussed approach to meeting KPI’s
Competent understanding of NRSWA/Streetworks
Educated to ‘A’ level as a minimum with Degree Level desirable.
Knowledge of Flow Management in line with MRASCo MAP21 Process
FAL Level 4 minimum
Already be or prepared to become an In House Business Trainer
Role holder will be expected to gain an IOSH qualification whilst in the role

Nature and Scope:
The Senior Team Co ordinator will be the first point of contact for their Direct reports & will provide that support to the remaining staff in the absence of the Disconnections Manager.

The Senior Team Co ordinator will be competent in financial management & positively influence gross margin and cost control. FAL Level 4 minimum is required. They will possess good project management skills, negotiation and influencing skills.

The Senior Team Co ordinator will be the escalation point for Customers and will focus on delivering exceptional service and resolving customer issues and challenges. They will possess the drive to give high class service to Customers to anticipate and meet their needs whilst ensuring we meet the requirements of our Regulatory and Legislative obligations

The Senior Team Co ordinator will possess the drive and ability to work co-operatively with others to achieve shared goals & to encourage the Team to encompass UKPN Visions & Values by providing support & motivation to optimise the contribution of all members of the team.

Please remember it is your responsibility to get written permission from your Manager to apply for a position if you are still within your probation period. If you are selected to attend an interview you must inform your Manager and agree with them the time off to attend