Role Overview
As Customer Liaison Officer, you will support the full end-to-end customer and installation journey. Alongside coordinating projects, you will act as the face of the organisation, visiting customers in their homes to provide clear information, build trust, and ensure they feel supported throughout the retrofit process.
Key Responsibilities
* Act as the main customer liaison throughout the retrofit journey, including conducting home visits to explain works, manage expectations, and provide reassurance.
* Support customers both remotely and on‑site by addressing queries, providing updates, and ensuring they understand each stage of the process.
* Work closely with assessors, surveyors, installers, and internal teams to ensure smooth project delivery and a positive customer experience.
* Identify and escalation customer concerns promptly, ensuring effective resolution and contributing to continuous service improvement.
* Represent the company professionally at all times when dealing with customers in person, over the phone, and in writing.
* Gather customer feedback during interactions and site visits, feeding insights back into internal processes to improve the customer experience.
* Support the Project Coordinator with general office duties, including taking customer calls, managing inbox enquiries, and providing timely updates to all stakeholders.
* Assist with booking and scheduling surveys, assessments, and installation appointments, ensuring information is accurately recorded and communicated.
* Upload and maintain project documentation and evidence in internal systems, ensuring records are clear, complete, and up to date.
Skills & Experience
Essential
* Experience in project coordination, administration, or customer support.
* Strong organisational and communication skills with the ability to manage multiple tasks.
* Excellent customer service skills with the ability to communicate clearly and professionally over the phone, in person, and in writing.
* Ability to handle customer concerns with empathy, patience, and efficiency.
* Proficiency in CRM systems, spreadsheets, and document management tools.
* Full UK driving licence and willingness to travel regularly for customer visits.
* Ability to manage sensitive conversations in person with empathy and professionalism.
* Experience of working in a field‑based, customer‑facing role.
* Confidence in face‑to‑face customer interactions, with the ability to build rapport quickly.
Desirable
* Previous experience in insulation administration or retrofit project support.
* Knowledge of domestic retrofit standards such as PAS 2030 / PAS 2035 or ECO4 requirements.
* Familiarity with construction or energy efficiency projects.
* Proven track record of delivering positive customer experiences in previous roles.
What We Offer
* Company Vehicle (Van)
* 25 days annual leave (+ Bank Holidays)
* Private Healthcare
* Career development opportunities in a growing sector
* A supportive and collaborative working environment
* The chance to make a tangible difference in the transition to a low‑carbon future
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