Customer Liasion Officer

Vital Healthcare; Oldbury; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Employee Assistance Programme

Perkbox discounts

20 days annual leave + bank holidays

Fully paid Christmas shutdown period

Employee recognition programmes

Job summary

Next Energy is a leading provider of home energy efficiency and renewable energy solutions across the UK, helping households access government-backed funding for insulation and upgrades.

We are seeking a resident liaison to act as the main contact for customers throughout project delivery, ensuring clear updates and smooth coordination with site and office teams.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Organisational skills

Driving licence (UK)

Job description

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.

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 .

Why join Next Energy?

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 plays an important role in 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 rewardsc
• 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.