About The Role

As a Customer Liaison Officer – Energy and Retrofit, you will act as the key link between our customers and our Retrofit team, ensuring customers feel informed, supported and engaged throughout energy improvement works. This is a fantastic opportunity to play a vital role in helping customers understand and benefit from low carbon and renewable technologies, ensuring no one is left behind as we invest in more energy-efficient homes.
 
In this customer-focused role, you will deliver a high-quality experience, supporting customers before, during and after retrofit works, while helping to shape how we engage with customers on energy efficiency in the future.
 
Key responsibilities include:
  • Providing an excellent customer experience, keeping customers informed about retrofit programmes and energy improvements
  • Supporting customers to understand and maximise the benefits of retrofit works and smart technology
  • Acting as the main liaison between customers, contractors and internal teams to support access and engagement
  • Visiting customers in their homes where required to provide tailored support
  • Supporting the planning and development of retrofit programmes by sharing customer insights
  • Responding to customer queries, resolving issues and managing complaints effectively
  • Monitoring and communicating project progress with relevant stakeholders
  • Accurately capturing, maintaining and supporting analysis of operational data
Why should I join LiveWest
You will be joining a forward-thinking organisation committed to improving homes and supporting communities. This role gives you the opportunity to make a real difference by helping customers transition to more energy-efficient homes, while developing your own knowledge of emerging technologies and sustainability.
 
This is a full time role working 37 hours per week. This is a fixed term contract/secondment opportunity, for 12 months initially, with the possibility for a permanent opportunity thereafter.  This is a mobile role based in the field in the South Devon and Cornwall area – you should be based within a 30 minute commute of this area.
 
We are committed to safeguarding and promoting the welfare of vulnerable groups. Appointment to this role is subject to a satisfactory basic DBS check.

About The Candidate

To be successful in your application for the role of Customer Liaison Officer – Energy and Retrofit, you will have the essential skills and experience for a level 1 role (please see candidate information pack) and the following role specific skills and experience:
 
Essential:
Skills:
  • Strong communication skills with the ability to engage a wide range of stakeholders
  • Ability to plan and manage your own workload and competing priorities
  • Customer-focused approach with a commitment to delivering excellent service
Experience:
  • Experience of coordinating or supporting energy improvement or retrofit works
  • Experience working in a customer service or customer advocacy role
Knowledge:
  • Good understanding of decarbonisation, energy systems and retrofit principles
  • Knowledge of service administration processes and procedures
Qualifications:
  • Competent user of Microsoft Office
  • Full UK Driving Licence
Desirable:
Skills / Experience:
  • Experience of reporting practices and data analysis
Knowledge:
  • Understanding of reporting processes and performance monitoring
Qualifications:
  • Relevant qualification such as Fire Safety NEBOSH or similar
Please note, we are unable to provide CoS for this role; therefore, applicants must have the right to work in the UK for the full duration of this role without requiring a CoS.

About The Company

Our Reward and Benefits:
  • Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance. 
  • Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
  • Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
  • Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
  • Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
  • Family Support: Policies designed to help you balance work and family life, including a new child payment.
  • Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
  • Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
  • Giving Back: Up to four paid volunteering days a year to support our communities.

About Us:

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.
Inclusion at LiveWest:

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.
Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.
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