Abri Group
Energy Efficiency Customer Liaison Officer
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Your new role
Help customers create warmer, greener homes while making a real difference in their lives.
Are you passionate about delivering excellent customer service and building positive relationships? Do you enjoy supporting people through change and helping them understand the benefits of home improvements? If so, we'd love to hear from you.
We're looking for an Energy Efficiency Customer Liaison Officer to join our Energy Efficiency Team to play a key role in delivering programmes that improve the comfort, sustainability and energy performance of our customers' homes.
As the dedicated point of contact for customers throughout their energy efficiency journey, you'll make sure residents feel informed, supported and empowered from initial engagement through to the completion of improvement works. You'll help customers understand what's happening, answer questions, address concerns and ensure they receive a first-class experience every step of the way.
This is an exciting opportunity to contribute to programmes that help tackle fuel poverty, reduce carbon emissions and create better homes for our communities.
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What you'll be doing
- Act as the main point of contact for customers throughout retrofit and energy efficiency projects.
- Build trusted and positive relationships with residents through proactive communication and engagement.
- Explain planned energy efficiency improvements in a clear, simple and customer-focused way.
- Help customers understand the benefits, timescales and impact of proposed works.
- Support customers to make informed decisions and respond to questions or concerns.
- Identify customers who may need additional support and work with colleagues and partner organisations to ensure appropriate assistance is provided.
- Carry out home visits where required to support customer engagement and understanding.
- Resolve customer enquiries, complaints and issues promptly and professionally.
- Gather customer feedback and identify opportunities to improve the customer experience.
- Support community engagement activities, events and information sessions.
- Monitor engagement activity and contribute to programme performance reporting.
- Support the delivery of grant-funded programmes, ensuring compliance with relevant standards and funding requirements, including PAS 2035, TrustMark and Warm Homes funding.
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What you’ll need:
- Experience in a customer-facing role.
- Experience managing customer enquiries and resolving issues effectively.
- Strong organisational skills and the ability to manage multiple priorities.
- Experience working collaboratively with internal teams and external partners.
- Excellent communication and interpersonal skills.
- The ability to explain technical information in a clear and engaging way.
- Strong problem-solving and conflict-resolution skills.
- A customer-focused approach and the ability to build trust quickly.
- Good IT skills, including Microsoft Office and customer management systems.
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