Location: Cumbria (Cumberland) and Northumberland (Blyth) - primarily site-based with some office work
Salary: Competitive - DOE
Package: Company vehicle provided + benefits
Job Type: Full-time, Permanent Are you passionate about customer experience and making a real difference to the community?
At Next Energy, were looking for a Customer Liaison Officer to be the friendly face and trusted contact for our customers. If you're empathetic, a great communicator and love helping others, we want to hear from you!
About the Role
As a Customer Liaison Officer, youll play a key role in supporting residents during energy efficient works carried out in their homes. Working closely with Site Managers, you'll ensure residents are informed, comfortable and confident throughout the process, enhancing overall customer satisfaction and trust.
Key Responsibilities
Resident Support & Communication:
Be the main point of contact for residents, keeping them informed about timelines, works, and any changes. Handle queries and concerns professionally and promptly.
Education & Engagement:
Help residents understand the nature and benefits of the work being done, keeping residents engaged throughout the project.
Comfort & Reassurance:
Provide support and reassurance, especially to vulnerable residents or those feeling anxious about the works.
Site Collaboration:
Liaise with site / office teams to ensure smooth co-ordination and ensure any customer issues are resolved. Attend site / office meetings, providing insights to help improve service delivery.
Documentation & Reporting:
Keep detailed records of resident interactions and concerns. Collate relevant documentation and customer satisfaction data to support performance reporting and continuous improvement.
What We're Looking For
Experience:
Customer-facing experience, ideally within social housing or a related sector
Skilled in handling concerns, complaints and conflict resolution
Skills & Attributes:
Excellent communication and interpersonal skills
Empathetic, patient and a great problem-solver
Organised, detail-oriented and proactive
Comfortable working with diverse teams and residents
Education & Technical:
GCSEs or equivalent; further education in customer service is a plus
Confident using MS Office and CRM systems (advantageous)
What We Offer
Competitive salary (based on experience)
Company vehicle provided
Opportunities for training and professional development
A supportive, values-driven team environment
The chance to make a meaningful difference in peoples lives
Working Hours & Conditions
Primarily based on project sites across Cumbria (Cumberland) and Northumberland (Blyth)
Monday - Friday
Some flexibility required for resident meetings outside normal working hours
Join us at Next Energy and be the connection between the work we do and the communities we serve.
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