Customer Liaison Coordinator - District Heating

Joseph Rowntree Foundation; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A charitable organization in Nottingham seeks a Customer Liaison Officer to enhance resident satisfaction and manage communication regarding heating services. The role focuses on responding to queries, resolving complaints, and collaborating with technical teams to ensure efficient service delivery. Ideal candidates will possess strong customer service and problem-solving skills, alongside a solid understanding of the housing sector. Join a dedicated team committed to improving community heating solutions.

Qualifications

• Experience in project support and operational coordination.
• Ability to manage sensitive issues with empathy and professionalism.
• Experience working as part of a team delivering services to residents.

Responsibilities

• Provide high-quality customer care and liaison duties.
• Resolve queries and complaints promptly and professionally.
• Promote energy efficiency and support to residents.

Skills

Customer service skills

Problem-solving skills

Collaboration skills

Communication skills

Job description

This role has been created in the team to provide high-quality customer care and liaison duties to the residents of Derwenthorpe in relation to the district heating and hot water system. You will play a key role in improving customer satisfaction and supporting sustainable heating solutions for the community.

This role ensures that residents have a first point of contact within JRHT for communication and liaison with regard to the heating and hot water service at Derwenthorpe. You will resolve queries and complaints promptly and professionally within clearly defined timescales.

You will be working closely with technical teams to ensure smooth operations, although the management of the system is contracted out, ultimately JRHT are responsible for ensuring it is effective.

You will be central to the project team which contract manages this system and will be responsible for communication (various methods), managing feedback from residents, liaising with contractors regarding customer care systems and also directly with residents where planned works to improve the system are deemed necessary. You will promote energy efficiency and provide support to residents.

There has been a condition survey and option appraisal for the long term future of district heating to the Derwenthorpe Estate and some large scale improvements or alternatives are being considered. This role is central to ensuring residents understand what is being proposed and the associated customer care and liaison that goes with that.

You will have strong customer service and problem‑solving skills. You will be able to manage sensitive issues with empathy and professionalism. You will be experienced in communication skills with the ability to present complex information clearly and concisely to a variety of audiences.

You will have excellent collaboration skills and have experience of working as part of a team delivering services to residents. You will have experience in project support, performance monitoring and operational coordination.

A knowledge of the housing sector and customer liaison is essential.