Customer Excellence Officer Location: West Midlands Type: Full-time | Monday to Friday, 9:00 AM – 5:00 PM Overview Our client, a PAS2030-certified and Trustmark-verified retrofit installer established in 2016, specialises in delivering approved fabric and renewable heating measures to domestic properties. With a skilled and experienced workforce, they have developed a strong reputation as a reliable and reputable specialist within the UK’s renewable energy, heating, and insulation sectors. Working in partnership with the Big Six energy companies, local authorities, and housing associations, they focus on making homes warmer, more energy-efficient, and cost-effective for residents. The Role A Customer Excellence Officer is required to support the delivery of exceptional service to customers undergoing energy improvement or retrofit works. This role will act as the dedicated point of contact for customer enquiries and complaints, ensuring timely and effective resolution while promoting a seamless and professional customer experience. The successful candidate will play a key role in supporting the wider team, improving service quality, and maintaining high levels of customer satisfaction. Key Responsibilities Act as the first point of contact for customer enquiries and complaints. Ensure complaints are handled efficiently and resolved in a timely and appropriate manner. Liaise with site-based colleagues to investigate and address customer concerns. Maintain accurate and up-to-date records of all customer complaints and resolutions. Track and report customer feedback to support continuous service improvement. Promote a customer-first culture across the team and contribute to ongoing service development. Qualifications and Key Skills Minimum of 2 years’ experience in a customer service or complaints management role, ideally within the energy, housing, or construction sectors. Knowledge of retrofit measures such as wall insulation, heat pumps, and solar panels is advantageous but not essential. Strong problem-solving and conflict resolution skills. Proficient IT skills, including Microsoft Office and CRM systems. Excellent communication and interpersonal abilities, with the capacity to handle sensitive situations empathetically and professionally. Highly organised with strong attention to detail. Positive, calm, and patient attitude. Ability to work independently while managing multiple tasks efficiently