Customer Liasion Officer

Exertis (UK) Ltd.; Oldbury; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Employee Assistance Programme

Perkbox discounts

20 days annual leave + bank holidays

Christmas shutdown period

Job summary

Next Energy is seeking a Customer Liaison Officer to ensure residents receive an exceptional experience during energy efficiency projects. You will be the key link between residents and operational teams, keeping customers informed and supported at every stage.

Responsibilities include managing enquiries, coordinating with site and office teams, and contributing to continuous service improvements while supporting vulnerable residents and ensuring smooth project delivery.

Qualifications

• Experience in a customer-facing role, ideally within housing, construction, utilities or energy services.
• Strong communication and interpersonal skills to build relationships with residents and colleagues.
• Experience managing customer concerns and complaints professionally.

Responsibilities

• Act as main point of contact for residents throughout project delivery and provide updates.
• Handle resident enquiries and complaints professionally and resolve issues promptly.
• Explain the nature and benefits of energy efficiency improvements to residents.
• Provide reassurance to vulnerable individuals during planned works.
• Coordinate with site and office teams for smooth delivery.
• Attend meetings and share customer insights to improve service.
• Maintain accurate records of resident interactions and feedback.
• Support reporting activities to drive continuous improvement.

Skills

Customer-facing

Communication

Problem-solving

Organisational skills

Initiative

Team collaboration

UK driving licence

Job description

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Next Energy is a leading provider of home energy efficiency and renewable energy solutions, helping households access government-backed funding for insulation, heating upgrades, solar panels and battery storage. Working in partnership with local authorities across the UK, we simplify the process for customers by managing applications, surveys and installations from start to finish. As part of DCC Energy, we're committed to helping customers reduce energy costs, improve home comfort and support a more sustainable future.

How you'll help power a more sustainable future as a Customer Liaison Officer

As a Customer Liaison Officer, you will play a key role in ensuring residents receive an exceptional experience throughout the delivery of energy efficiency and home improvement projects. Acting as the vital link between residents and operational teams, you will ensure customers feel informed, supported and confident at every stage of the journey.

At Next Energy, we are helping households across the UK reduce energy costs, improve home comfort and lower carbon emissions through energy-efficient heating, insulation and renewable energy solutions. Working alongside local authorities and through government-backed schemes such as ECO4, GBIS and the Warm Homes Local Grant, we make it easier for customers to access funded energy improvements and create warmer, more energy-efficient homes.

As part of DCC Energy, we combine the agility of a growing energy services business with the strength and stability of an international energy group, creating exciting opportunities for our people to develop their careers while making a meaningful difference.

What you’ll be doing

• Acting as the main point of contact for residents throughout project delivery, providing updates on timelines, planned works and any changes.
• Handling resident enquiries, concerns and complaints professionally, ensuring issues are resolved promptly and effectively.
• Helping residents understand the nature and benefits of energy efficiency improvement works .
• Providing support and reassurance to residents, particularly vulnerable individuals or those who may feel anxious about planned works .
• Liaising closely with site and office teams to ensure effective communication and smooth project coordination.
• Attending meetings and sharing customer insights to help improve service delivery and customer satisfaction.
• Maintaining accurate records of resident interactions, concerns and feedback.
• Collating customer satisfaction information and supporting reporting activities to drive continuous improvement.

What we’ll need from you

• Experience in a customer-facing role, ideally within social housing, construction, utilities, energy services or a related sector.
• Strong communication and interpersonal skills, with the ability to build positive relationships with residents and colleagues.
• Experience managing customer concerns, complaints and challenging situations in a professional manner.
• A calm, empathetic and solution-focused approach.
• Excellent organisational skills, with the ability to manage multiple priorities and maintain accurate records.
• A proactive, self-motivated mindset and the ability to take initiative.
• Confidence working collaboratively with a wide range of stakeholders.
• A valid UK driving licence .

At Next Energy, our work goes beyond installing energy solutions. We are helping people live in warmer, more comfortable homes while reducing energy costs and supporting the UK's transition towards a lower-carbon future. Every colleague playsan important rolein delivering positive outcomes for customers and communities.

Whether you are working in customer service, operations, installations, sales or support functions, you will be joining a business that values innovation, collaboration and continuous improvement.

What you’ll get from us

• Employee Assistance Programme
• Extensive discounts from leading brands and major retailers through Perkbox
• 20 days annual leave plus bank holidays
• Fully paid Christmas shutdown period
• Employee recognition programmes , including Employee of the Month and Quarterly Outstanding Performance awards
• Team events including awards evenings, summer celebrations and Christmas parties
• Length of service rewards
• Ongoing training, development and career progression opportunities

Doing right by everyone

At Next Energy, we are committed to creating an inclusive workplace where everyone feels respected, valued and empowered to succeed. We welcome applications from candidates of all backgrounds and experiences and believe that diversity strengthens our business, our teams and the service we provide to our customers.