Customer Liaison Officer

Canary Wharf, London

Full Time | Permanent

£27,000 - £30,000 per year, depending on experience

About the Net Zero Careers Accelerator (NZCA)

At the Net Zero Careers Accelerator (NZCA), we connect jobseekers with fully funded training and employment opportunities that support the UK's transition to a greener economy. Working alongside employers across construction, retrofit, renewable energy and sustainability, we help candidates access rewarding careers that make a real environmental impact.

The Opportunity

We are supporting a PAS 2035 retrofit contractor delivering across London, Essex and Kent to recruit Customer Liaison Officers.

You will act as the main point of contact for residents throughout the retrofit process, from initial contact through to completion. You will explain the programme, coordinate appointments and access, keep residents informed and respond to questions or concerns.

This is a people-focused role suited to someone with experience in customer service, housing, community engagement, construction or another public-facing environment.

Important to Know

• Salary: £27,000 - £30,000 per year, depending on experience
• Hours: Full time
• Retrofit experience is helpful but not essential
• Training is provided
• Clear spoken and written English is required
• 20 days' holiday plus bank holidays
• Pension, CPD and training provided

Key Responsibilities

• Act as the main point of contact for residents from first contact through to completion.
• Explain the Warm Homes programme and the works being carried out.
• Book surveys, assessments and installation dates.
• Arrange access to residents' homes.
• Keep residents updated on works, changes and delays.
• Respond to residents' questions, concerns and complaints.
• Maintain accurate records of resident contact and appointments.
• Update company systems with relevant information.
• Communicate professionally with residents from a range of backgrounds.
• Support the smooth delivery of retrofit works by maintaining clear communication with residents.

Essential Requirements

• Experience in a public-facing role such as customer service, housing, community engagement or construction.
• Clear spoken and written English.
• Confident communicating with people from different backgrounds.
• Strong organisational skills and accurate record keeping.
• Confident using email, Microsoft Office and spreadsheets.
• Professional and approachable manner.
• Ability to manage appointments, information and competing priorities.

Desirable Experience

• Previous experience within retrofit or energy efficiency.
• Experience working with residents or within housing.
• Experience within construction or property services.
• Experience handling customer concerns or complaints.

What We Offer

• £27,000 - £30,000 per year, depending on experience
• Full-time position
• 20 days' holiday plus bank holidays
• Pension
• CPD and training
• Training provided to support you in the role