LiveWest
Customer Liaison Officer - Energy & Retrofit
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Customer Liaison Officer - Energy and Retrofit
As a Customer Liaison Officer - Energy and Retrofit, you will act as the key link between our customers and our Retrofit team, ensuring customers feel informed, supported, and engaged throughout energy improvement works. This is a fantastic opportunity to play a vital role in helping customers understand and benefit from low-carbon and renewable technologies, ensuring nobody is left behind as we invest in more energy-efficient homes.
In this customer-focused role, you will deliver a high-quality experience, supporting customers before, during, and after retrofit works, while contributing to shaping future customer engagement strategies on energy efficiency.
Key Responsibilities
- Provide an excellent customer experience, keeping customers informed about retrofit programs and energy improvements.
- Support customers to understand and maximise the benefits of retrofit works and smart technology.
- Act as the main liaison between customers, contractors, and internal teams to ensure effective access and engagement.
- Visit customers in their homes to provide tailored support where required.
- Contribute to the planning and development of retrofit programs by sharing customer insights.
- Respond to customer queries, resolve issues, and manage complaints efficiently.
- Monitor and communicate project progress with relevant stakeholders.
- Capture, maintain, and support operational data analysis accurately.
About LiveWest
LiveWest is a forward-thinking organisation dedicated to improving homes and supporting communities. This role offers the chance to make a real difference by helping customers transition to more energy-efficient homes, while expanding your knowledge of emerging technologies and sustainability.
This is a full-time role, working 37 hours per week, and includes a fixed-term contract/secondment opportunity lasting 12 months, with potential progression to a permanent position.
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Role Details
- Location: South Devon and Cornwall (must be within a 30-minute commute)
- Contract: Mobile role based in the field
- DBS: Appointment subject to satisfactory basic DBS check
- Right to work: Applicants must have the right to work in the UK without needing a Confirmation of Sponsorship (CoS).
What We Offer
Reward and Benefits
- Working Style: Hybrid work with 2-3 days per week at the office
- Annual Leave: Starts with 26 days, plus bank holidays (increases to 30 days with length of service). Additional up to 5 extra days can be purchased (pro-rated for part-time).
- Pension: Employer contribution of up to 9% via our Defined Contribution scheme.
- Health Benefits:
- Access to a healthcare cash plan (up to £1,100 annually)
- Virtual GP services
- Discounted gym memberships
- Shopping and travel discounts (including Blue Light Card)
- Learning and Development: Investments in personal and professional growth opportunities.
- Family Support: Policies to support work-life balance, including new child payments.
- Wellbeing: Prioritises health with:
- Mental health support
- Enhanced sick pay
- Free flu jabs and wellness campaigns
- Smarter Travel: Financial benefits such as Cycle to Work and Car Scheme options.
- Giving Back: Up to four paid volunteering days annually for community support.
Qualifications & Experience Required
Essential
Applicants must meet the criteria for a Level 1 role and possess:
- Skills:
- Strong verbal and written communication skills
- Ability to engage diverse stakeholders
- Proficiency in task prioritisation and handling multiple responsibilities
- Customer-focused mindset with a commitment to quality service
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Experience:
- Experience in coordinating or supporting energy improvement/retrofit works
- Previous role in customer service or customer advocacy
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Knowledge:
- Good awareness of energy systems, retrofit principles and dec Baronisation
- Familiarity with service administration processes
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Qualifications:
- Competent user of Microsoft Office
- Full UK Driving Licence
Desirable
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Skills/Experience: Experience with reporting practices and data analysis.
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Knowledge: Understanding of reporting processes and performance monitoring.
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Qualifications: Relevant qualifications such as Fire Safety (NEBOSH) or similar.
About Us: Values & Mission
At LiveWest, our unifying mission is to "create a home for everyone."
Key Values:
- Pride in delivering exceptional services.
- Emphasis on collaboration and achieving more when working together.
- A commitment to nurturing local talent within South West communities.
We are a leading employer in the region with 1,800 talented colleagues, serving 80,000 customers. Our ethos of support and empowerment helps colleagues thrive and achieve their full potential—building brighter futures.
Inclusion at LiveWest
LiveWest is dedicated to fostering a diverse, inclusive, and respectful workplace. Our initiatives include:
- Being a Disability Confident Employer and a signatory of the Armed Forces Covenant.
- Committing to equal opportunities while eliminating discrimination.
- Welcoming a range of backgrounds, experiences, and perspectives to enrich our team.
Make a real difference with LiveWest. Every voice matters, and every contribution is valued. Visit our website to learn more about Inclusion at LiveWest.
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