Job Description

About The Role

Join CCS & Help Shape the Future of Renewable Energy!

Job Purpose

We are looking for a Resident Liaison Officer Retrofit to provide support and guidance to all customers/residents involved in our whole house retrofit programmes. This role focuses on resident and user training, conducting 360 reviews, and educating site and contact centre staff on enhanced profiling and customer engagement. You will be responsible for pre-work meetings, mid-work reviews, and post-work auditing, ensuring effective communication and customer satisfaction throughout the process.

Key Responsibilities

Maintain positive customer engagement by assessing, improving, and implementing contact protocols and profiling processes. Deliver a high-quality service to both the client and customers, ensuring respect for all individuals and meeting challenges. Revise and implement systems and procedures to enhance engagement and customer experience in collaboration with management teams Provide educational opportunities and experiential growth for administrative and trade staff, focusing on a customer-centric approach. Resolve customer objections, complaints, and site-based queries, managing resident perceptions and encouraging buy-in Visit customers in their homes to reassure and provide ongoing support. Lead on CSR activities and social value programmes. Collaborate with client RLOs and housing teams to manage safeguarding, tailored interventions, and non-access issues. Maintain professional and technical knowledge through workshops, publications, and networks. Help build a customer-centric focus across CCS. Travel required across the South/Southwest of the UK, with overnight stays as necessary.

Skills/Qualifications

Proven experience in customer service and site-based engagement, including managing customer engagement programmes and conducting 360 reviews. Experience with resident profiling and safeguarding. A formal customer service qualification is an advantage. Strong communication and problem-solving skills.

Experience Required

Experience in a social housing environment, managing vulnerable customers and working on social housing planned/capital investment programmes.

Personal Attributes

You value honesty and share knowledge for the greater good. You are committed to continuous improvement and teamwork. You take responsibility for your work and encourage ownership in others. You are goal-oriented, striving for both small and large successes. You are flexible and eager to develop your skills.

About Us

About Us

Established in 2007, CCS has been providing high-quality boiler installation services to social housing customers. Our team has grown significantly, allowing us to expand our services and incorporate the latest technologies. Today, CCS is an industry leader in renewable energy installations, dedicated to innovation and excellence.

What We Offer

Pension Scheme: Auto-enrolment after probation. Flexible Annual Leave: Option to buy or sell leave after probation. Enhanced Benefits Package: After two years of service, based on performance. Professional Development: Access to in-house and external training. Employee Assistance Programme: 24/7 support. Refer a Friend Bonus: Reward scheme for successful referrals. Parking: Available at office locations.

Why Choose CCS?

Skill Development: Access to training programmes, coaching, and mentoring.
Career Growth: Clear pathways for personal and professional advancement.
Long-Term Contracts: Enjoy stability and job security.

We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.

Work Location: In person