Job Description

A one-of-a-kind opportunity to shape the customer experience in energy efficiency delivery

The role holder will play a key part in delivering an unforgettable customer experience while supporting customers through energy efficiency programmes. They will build positive relationships with customers, ensuring they are fully informed, constantly consulted, and always listened to, from the introduction of works through to completion. The role holder will provide clear communication, support, and guidance to customers throughout the energy efficiency journey, from pre-construction to post-installation. The postholder will act as a trusted point of contact, ensuring customers understand the benefits of the work, feel supported at every stage, and are satisfied with the outcomes of the energy efficiency improvements.

This role also supports the wider sustainability agenda by working with internal and external stakeholders and helping to deliver government-funded retrofit schemes that improve the energy efficiency of homes and reduce carbon emissions.

Reporting to: RE:GEN Group.

Daily Responsibility

Act as the specialist customer contact for energy efficiency projects, providing clear, timely, and empathetic communication before, during, and after works relating to any funded and non-funded measures. Maximise access to homes during a scheme's retrofit assessment stage, ensure that refusals and no accesses are documented and logged consistently and in detail. Carry out post-works check-ins with customers to ensure they are satisfied with the completed work and confident in using new technologies, with particular attention during the winter months. Act as specialist support for the scheme Customer Experience Coordinator, providing expert advice to support uptake and understanding of energy efficiency measures during delivery. Assist access issues, providing support through visits to help customers understand the benefits of energy efficiency measures. Working with Karbon and Gentoo's housing teams to address concerns and tailor advice to meet household needs. Investigate and resolve customer complaints on energy efficiency technologies and experience of the home following energy efficiency works within agreed timescales - an expert layer of support. Support the Customer Experience Coordinator with customer engagement activities relating to energy efficiency, including home visits, consultation events and community sessions. Represent the organisation at meetings, project reviews, and community events, acting as an ambassador for sustainability and retrofit. Work closely with Community Champions. Keep up to date with sustainability and energy efficiency best practice, ensuring continuous professional development. Success in this role will be measured by customer satisfaction levels, increased access rates during retrofit assessments, timely resolution of complaints, and positive uptake of retrofit measures across targeted communities.

Essential Skills

Knowledge of sustainability, energy efficiency, or housing refurbishment projects. Experience in a customer-facing role with strong communication and relationship-building skills. Proven ability to support and reassure customers during change or disruption. Strong organisational and time management skills, able to handle multiple projects. Ability to present technical information in a clear, accessible way to non-technical audiences. Good initiative and logical thinking skills. Strong problem-solving and negotiating skills. IT literacy, including use of Microsoft Office (Excel, Word, PowerPoint) and databases. Full UK Driving Licence and access to a vehicle. Commitment to sustainability and improving the energy efficiency of homes.

Desirable Skills

Experience of working with grant-funded programmes or government initiatives. Qualification or training in sustainability, energy-efficiency, or housing. Awareness of relevant sustainability policies, energy performance standards (RdSAP/SAP), or smart home technologies.

Attributes and Behaviours

Passionate about sustainability and making a positive difference to communities. Empathetic and customer-focused, with excellent listening and problem-solving skills. Flexible, proactive, and able to work independently as well as part of a team. Confident communicator, able to engage with customers, colleagues, and stakeholders at all levels.
Job Types: Full-time, Temporary
Contract length: 18 months

Pay: 30,500.00-32,000.00 per year

Benefits:

Company events Free parking Life insurance On-site gym On-site parking Paid volunteer time Private medical insurance
Work authorisation:

United Kingdom (required)
Work Location: In person