Resident Experience Liaison for Energy Efficiency Programs

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

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.