Customer Liaison Officer

About Us:
Since 2016, Next Energy has been transforming homes across the UK. We've established ourselves as a trusted partner for local authorities, housing associations home-owners and energy companies. We make domestic properties more energy-efficient through the installation of insulation and heating upgrades, and renewable energy solutions.
With government and private investment in sustainability booming, the retrofit sector is experiencing explosive growth. This presents a unique opportunity to join Next Energy and make a lasting impact on the environment and peoples lives while being part of a rapidly expanding field.
What We Are Looking For:
As a Customer Liaison Officer at Next Energy, you will be the dedicated point of contact for our Northumberland customers. Your role is to offer support, education, and comfort to residents undergoing work in their homes, ensuring a smooth and positive experience. Reporting to the Site Manager, you will work closely with site managers to facilitate effective communication and resolution of any concerns, enhancing customer satisfaction and trust.
Key Responsibilities:
Resident Support and Communication:
Serve as the primary point of contact for residents during project works.
Provide clear and consistent communication regarding project timelines, processes, and any potential disruptions.
Address and resolve resident inquiries, complaints, and concerns in a timely and professional manner.
Education and Engagement:
Educate residents about the nature of the work being carried out and the benefits upon completion.
Conduct regular meetings and informational sessions to keep residents informed and engaged.
Distribute educational materials and guides to aid resident understanding.
Comfort and Reassurance:
Offer support and reassurance to residents, particularly those who may feel anxious or inconvenienced by the work.
Ensure residents feel heard and respected, maintaining a compassionate and empathetic approach.
Site Collaboration:
Work closely with site managers to coordinate resident interactions and ensure seamless communication.
Attend site meetings and provide feedback to project teams based on resident insights.
Assist in planning and executing resident events and activities related to the project.
Documentation and Reporting:
Maintain accurate records of resident interactions, concerns, and resolutions.
Collate customer satisfaction questionnaires to aid KPI reporting
Contribute to continuous improvement initiatives by providing insights from resident feedback.
Daily, open communication with line management and use of Orbis (lone working) device, to ensure safety & visibility at all times
Qualifications and Skills:
Educational Background:
High school diploma or equivalent; further education in customer service, social work, or related field is desirable but not essential.
Experience:
Proven experience in a customer-facing role, ideally within social housing or a related sector.
Experience in conflict resolution and providing customer support.
Skills:
Exceptional communication and interpersonal skills.
Strong problem-solving abilities and a proactive approach.
Empathy and the ability to provide emotional support.
Ability to work collaboratively with diverse teams.
Excellent organisational skills and attention to detail.
Technical Proficiency:
Competent in using standard office software (e.g., MS Office Suite).
Familiarity with customer relationship management (CRM) systems is a plus.
Personal Attributes:
Highly empathetic with a genuine desire to help residents.
Patient, calm, and able to manage stressful situations effectively.
Adaptable and able to handle a variety of tasks simultaneously.
Proactive and innovative in finding solutions to resident concerns.
Working Conditions:
Primarily site-based with some office work.
Flexibility to attend resident meetings outside of standard working hours, if necessary
Company Benefits:
Company Van
Akea Life - Private Healthcare provider
Employee of the month
Outstanding performance awards
Christmas shutdow
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