Job Description

Smart Metering Field Technician

Coventry Based

£14.87-£16.41 per hour (salary equivalent 29k-32k pro rata)

9 month contract with possible permanent opportunities

Candidates must have full clean UK driving licence

Role Objective:

To ensure work carried out by our contract partners on smart metering installations, repairs and maintenance contracts meets all required standards, health and safety guidelines and quality control.

Work with the contractor team and Smart metering Programme to drive performance of the contractor field team and contribute to improving right-first-time field performance.

Proactively identify any telecommunication issues on the smart meters network, ensuring any anomalies are inspected and resolved.

Support the team to deliver its objective of supporting the business in reducing leakage and PCC through the implementation of Smart Meters across Coventry and Warwickshire.

Key Accountabilities:

Work within a newly formed Smart Metering Customer Delivery team based in the Coventry and Warwickshire area.

Carry out field-based audits and quality control checks on contractor work. Provide feedback and learning points to SM Customer Delivery Team and escalate concerns and training needs where appropriate.

Completing quality checks on reinstatement, Smart meter and boundary box installation, meter reads, reviewing reported connectivity issues, customer complaints, other customer/business generated Field Visits.

Monitor, assess and report on the quality of work carried out by our contract partners. Work with the Smart Meter Customer Delivery Team and contractor team to drive improvements within current process, reduce errors and drive a right-first-time completion rate.

Investigate and resolve Health and Safety issues Identified by our contract partners- work with the contractor to resolve these outstanding jobs minimising customer impact.

Full compliance to all company departmental Safe Systems of Work, Risk Assessments and Lone Working policies and procedures always. Ensure contract partners are working to these guidelines and have appropriate policies of their own in place where appropriate.

Take full responsibility for compliance and promotion of safe working practices. Reporting any unsafe practices immediately to reduce risks to others.

Receive and plan site visits from the Customer Delivery team to carry out quality check audits and assessments on smart meters with reported connectivity issues.

Directly communicating with customers on jobs to ensure they are kept informed, with the potential to deal with ‘escalated customers’.

Liaise with our contractors and SM Customer Delivery team to report any audits that have failed quality checks.

Work with contractors to ensure efficient and effective processes are being followed and that any issues are resolved immediately.

Experience:

To succeed in this role, it is expected that you will have:

Excellent communication skills and experience of working with internal stakeholders, contract partners, field resource and customers.

Experience in managing customer complaint and escalation.

Significant technical knowledge and experience of metering operations, installation and/or maintenance or have experience in similar role with transferable skills

Experience of dealing with household and NHH customers with a real understanding of customer needs.

Excellent understanding of Health and Safety procedures and policies

Confident negotiator; skilled in making decisions and dealing with customer issues