Meet the team: Regulatory Support Coordinator Karen Jones

Karen leaning against a grey wall, smiling at the camera.

In our latest edition of our ‘Meet the team’ series, we’re introducing you to our Regulatory Support Coordinator Karen Jones.

Karen is a key point of contact for our clients and a real asset to our team. Without fail, she goes above and beyond to make sure our ICP and developer clients get what they need from us, when they need it.

When did you join mua Group, Karen?

I joined mua in July 2021. (I think that’s correct?!) I came from an ICP and after reading about the company ethos online, I was really interested in working on ‘the other side of the fence’. mua was a new and exciting company that promoted a modern flexible work-life balance, which really appealed to me.

I was also keen to work with Regulation and Compliance Manager Stuart Monk again, after working with him in a previous role.

Can you tell us a bit more about your role?

As a Regulatory Support Coordinator, my main responsibilities are to liaise with our ICPs, customers and developers, processing their MPANs and MPRNs and answering any of their questions.

I make sure that all their requests are processed in a timely manner, as it’s important to me to exceed our clients’ expectations and return the MPAN and MPRNs to them as soon as possible.

What’s a typical day like for you?

I generally start work between 7 and 7.30am. I like to get some work done before my five-year-old granddaughter gets dropped off before school. I then take her to school, which is a 15-minute walk across the nature reserve behind my house.

When I get back to my desk, I generally see what emails have come in and work my way through them. In between the emails, I chase MPANs and MPRNs that I have noted in my diary for response from the networks.

I also liaise with our NRSWA Administrator Alan Harrington and discuss the noticing inbox and permitting system, as well as helping out with the drafts and invoices received from the different highways authorities.

What do you like most about your job?

The thing I like most about my job is my colleagues and the way we all work. It’s a varied and fast paced role, and I love this.

I think I am a natural “problem solver” so I love getting things dealt with and helping ICPs, lightening the load for them in any way that I can. I’ve been in their shoes in a previous role and know the pressures that relate to the construction side of utility connections.

And what do you like most about working at mua?

Everything. I know this might sound a bit cheesy and you are probably rolling your eyes about now, but it’s true!

The work-life balance, flexibility and understanding from everyone makes it a totally modern and forward-thinking workplace. It’s such a refreshing approach and I feel blessed to be with likeminded people. This in itself makes it a very special place to work!

What’s it like being part of the mua team?

FANTASTIC! I have the utmost respect for my colleagues. It is so refreshing that everyone’s opinion and thoughts are important, and that you are making a difference.

How is mua different to other IDNOs and IGTs?

We always mange our customer expectations. Even if it’s not always what they want to hear, honesty comes first! We always strive to add value for our clients, which means we’re working with you and not the other way around. 

From my own perspective, I always like to update customers before they feel the need to chase me. (I hope sometimes I get it right 😊). I pride myself in making the MPAN and MPRN process easier and not more difficult for anyone.

Making sure all paperwork and designs are correct and in place when generating MPANs and MPRNs is so important. We strive to make this a seamless process and we’re always working to the best of standards.

What are your proudest achievements?

My grandchildren, they are amazing. Also, myself and my other half (some would say better half, but I’m never going to admit that) have been together for 42 years!

Another proud achievement is passing my driving test at the age of 53, and getting 100% on test and theory!

One final question, what do you like to do outside of work?

I love visiting National Trust properties, as I love history. I have an annual subscription and love planning trips out every weekend – weather permitting, of course!

I also love gardening. I love dahlias, I think they are the most wonderful of flowers. They flower from July through to the first frosts. This year, I have also got into growing vegetables: lettuce, cucumber, tomatoes and rocket. I love going into the garden and picking what you need for the plate, it’s so satisfying. No need for expensive pots or containers, I just grow them in washing up bowls with holes in the bottom and off they go!

Here's a few photos of just some of the wonderful flowers I've grown in my garden: 

Just some of the beautiful flowers Karen has grown in her garden.