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Customer Liaison Officer

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About Net Zero Careers

Net Zero Careers supports roles that ensure high-quality retrofit delivery and compliance across residential projects. Customer-facing roles like this are vital to ensure residents are informed, safe, and satisfied while supporting the UK's net-zero goals.

About the Role

We are looking for a Customer Liaison Officer to support the delivery of sustainability and planned works programmes. Working closely with the Planned Works Manager (Sustainability), Asset Management Team, contractors, residents and community stakeholders, you will ensure customers are fully informed, supported and engaged throughout planned improvement works.

This is a customer-facing role requiring excellent communication skills, strong organisation and the ability to build positive relationships with residents and partners while ensuring high levels of customer satisfaction.

Key Responsibilities

Resident Engagement & Communication

• Carry out resident consultations and choice events relating to planned works.
• Coordinate and record residents' choices where applicable.
• Produce and distribute pre-works communications including:
• Introduction letters which include: Getting to Know You letters, Information leaflets,14-day notices,7-day notices, 48/24-hour notices
• Conduct tenant inductions and pre-works surveys before works commence.
• Provide ongoing support, advice and information to residents throughout the duration of works.

Customer Support

• Agree access arrangements with residents and maintain access throughout projects.
• Identify and organise support requirements including: Packing assistance, Storage arrangements, Respite support, Care-related needs
• Visit residents during works to ensure adequate protection measures are in place and address any concerns promptly.
• Ensure resident requirements and individual circumstances are communicated to site teams.

Complaints & Issue Resolution

• Record and monitor no-access cases and report repeated instances appropriately.
• Record refusals and ensure all required documentation is completed.
• Manage resident complaints and issues in line with company procedures.
• Work to resolve customer concerns efficiently and professionally.

Stakeholder & Community Engagement

• Develop and maintain relationships with: Tenant and Resident Associations, Local authorities, Police, Schools, Businesses, Other community stakeholders
• Organise and attend scheme launch events, open days and resident meetings.
• Identify opportunities for community initiatives, positive news stories and PR activities.

Administration & Reporting

• Maintain accurate property and resident records, including house files and correspondence logs.
• Monitor and record: Customer satisfaction, Progress updates, No-access cases, Refusals, Resident issues
• Prepare reports and submit monthly monitoring information.
• Attend site, client and resident meetings as required.

About You

Essential Requirements

• Full UK driving licence and willingness to travel across the North West.
• Experience working independently, managing your own workload and making decisions using your own initiative.
• Ability to work effectively with a diverse range of customers, demonstrating empathy, fairness and professionalism.
• Experience handling resident enquiries, complaints and service requests.
• Experience developing relationships with customers, contractors, partners and colleagues.
• Proven ability to coordinate multiple stakeholders and agencies to deliver successful outcomes.
• Knowledge of sustainability initiatives and the ability to recommend suitable solutions for customers.
• Strong IT skills, including Microsoft Office applications.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to work both independently and as part of a team.
• Customer-focused with a commitment to delivering excellent service.
• Ability to work under pressure and manage competing priorities.

Desirable Requirements

• NVQ Level 2 or above in a customer care related discipline.
• GCSEs (or equivalent) in Maths and English.

What We Are Looking For

The successful candidate will:

• Demonstrate excellent written and verbal communication skills.
• Show professionalism and respect when working with customers and stakeholders.
• Take accountability for delivering excellent customer service.
• Demonstrate understanding and empathy for diverse communities and individual needs.
• Be highly motivated, resilient and adaptable.
• Maintain high levels of integrity and confidentiality.
• Share our commitment to outstanding customer service and community engagement.

Additional Information

This role requires regular travel to residents' homes, project sites and community events across the North West. Flexibility and a proactive approach are essential to ensure residents receive a positive experience throughout planned improvement works.

Licence/Certification:

Full UK Driving Licence (required)

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