Tenant Engagement Officer (Retrofit)

Bromford Flagship Livewest; Tetford; On-site; GBP 19,000 - 31,000; Full time

Benefits offered by this job

Car allowance

Health and wellbeing support

Learning and development opportunities

Generous annual leave entitlement

Pension scheme

Job summary

Bromford Flagship LiveWest is seeking a proactive Tenant Engagement Officer (Retrofit) to support customers through their retrofit journey. You will be the main contact for customers, coordinating with project teams, contractors, and installers to keep everyone informed and engaged.

The role is a 12-month fixed-term contract, full-time, with the location negotiable across Flagship Offices and travel across the region required.

Qualifications

• Experience in a customer-facing, tenant engagement, housing, community, or customer service role.
• Strong communication skills adaptable to different customer needs.
• Experience building positive relationships with a wide range of stakeholders.
• Ability to manage competing priorities and organise workload effectively.
• Compassionate and empathetic approach, especially for vulnerable customers.

Responsibilities

• Act as the primary point of contact for customers throughout retrofit projects, ensuring a positive customer journey.
• Provide clear, timely, and professional communication to customers via home visits, telephone, email, and written correspondence.
• Support and engage customers before, during, and after the installation of energy efficiency measures.
• Work closely with project managers, contractors, installers, and wider project teams to keep customers informed.
• Provide additional support to vulnerable customers and ensure services remain accessible and inclusive.
• Gather feedback and identify opportunities to improve the customer experience across retrofit projects.

Skills

Customer-facing

Communication skills

Stakeholder relationships

Prioritisation

Empathy

Energy efficiency knowledge

Job description

Do you enjoy making a real difference to customers' lives through excellent communication and support?
Are you confident building positive relationships with customers, contractors, and colleagues while managing multiple priorities in a fast-paced environment?
Do you have a passion for delivering outstanding customer service and helping people navigate change with empathy and professionalism?

Here at Bromford Flagship LiveWest, we're looking for a proactive and customer-focused Tenant Engagement Officer (Retrofit) to support customers throughout their retrofit journey. Working closely with project teams, contractors, and installers, you'll play a vital role in ensuring customers are informed, supported, and engaged before, during, and after energy efficiency improvements are completed in their homes.

Location: Negotiable across any Flagship Office (travel across the geography required)
Hours: Full Time
Contract: 12 month Fixed Term Contract

We are recruiting for 2 positions

WHAT YOU'LL BE DOING

As a Tenant Engagement Officer, you will:

• act as the primary point of contact for customers throughout retrofit projects, ensuring a positive customer journey.

• provide clear, timely, and professional communication to customers via home visits, telephone calls, email, and written correspondence.

• support and engage customers before, during, and after the installation of energy efficiency measures.

• work closely with project managers, contractors, installers, and wider project teams to ensure customers are kept informed throughout the process.

• provide additional support to vulnerable customers and ensure services remain accessible and inclusive for everyone.

• gather feedback and identify opportunities to improve the customer experience across retrofit projects.

DESIRABLE EXPERIENCE

• experience in a customer-facing, tenant engagement, housing, community, or customer service role.

• strong communication skills with the ability to adapt your approach to meet different customer needs.

• experience building positive relationships with a wide range of stakeholders.

• the ability to manage competing priorities and organise workload effectively.

• a compassionate and empathetic approach, particularly when supporting vulnerable customers.

• knowledge of energy efficiency, retrofit programmes, PAS 2035, or domestic energy improvements such as insulation, renewable technologies, or heating systems.

• a full UK driving licence and the ability to travel across the region when required.

• a Level 3 Domestic Energy Assessor qualification (nice to have)

WHY JOIN US?

This is an exciting opportunity to play a key role in improving customers' homes and supporting our long-term sustainability ambitions.

You’ll have the chance to:

• make a tangible difference to customers by helping them benefit from warmer, more energy-efficient homes.

• build expertise in retrofit delivery, customer engagement, and energy efficiency programmes.

• work collaboratively with a range of internal teams and external partners.

• support customers through meaningful home improvement projects that positively impact their daily lives.

• be part of a values-led organisation committed to helping people thrive.

WHAT WE OFFER

• competitive salary and benefits package - up to £30,843

• car allowance

• health and wellbeing support

• learning and development opportunities

• generous annual leave entitlement

• pension scheme

Full benefit details depend on office location.

Important Information

Closing Date: Monday 26th October
Interview Date: Thursday 5th and Friday 6th November

About Us
Flagship is part of Bromford Flagship Livewest. By joining us, you become part of a one of the largest housing providers in the UK - delivering community-focused services across the East, Central and South West of England. We manage approximately 120,000 homes, serving around 300,000 customers, and with firm ambitions to deliver an additional 50,000 new homes by 2040.