Company Overview
Houghton Group is a growing construction, electrical and renewable contractor delivering high-quality works across Essex and the surrounding counties. We work closely with local authorities, housing associations and commercial clients, providing planned maintenance, retrofit, electrical and renewable solutions.
As our Retrofit division continues to expand, we are looking to recruit an enthusiastic and customer-focused Customer Liaison Officer / Project Coordinator to support the successful delivery of our Delta Retrofit Programme.
This is a varied role that combines resident liaison with project coordinator and plays a key part in ensuring our projects run smoothly from planning through to completion.
The Role
As the Customer Liaison Officer (CLO), you will be the main point of contact for residents throughout their retrofit journey, helping to ensure they are fully informed, supported and confident throughout the programme.
Alongside your customer-facing responsibilities, you will provide vital administrative support to the project team, assisting with planning, coordination and communication to help maintain an organised and efficient delivery programme.
You will work closely with managers, supervisors, surveyors, engineers and clients, helping to coordinate appointments, resolve queries and support the overall delivery of the contract.
This is a pivotal role that requires excellent organisation, communication and people skills while working within a friendly, supportive and energetic team.
Benefits
- Paid day off on your birthday.
- Additional days holiday for loyalty
- Discretionary sick pay.
- Pension contributions.
- Paid business mileage.
- Regular opportunities for further training and personal development.
- Biannual staff social events, including summer and Christmas gatherings
Customer Liaison
- Act as the primary point of contact for residents throughout the project.
- Arrange and coordinate Resident Profile Assessments.
- Contact residents to arrange surveys, pre-start visits and installation appointments.
- Provide residents with clear information before, during and after works.
- Respond professionally to resident enquiries and concerns.
- Resolve customer issues wherever possible or escalate where appropriate.
- Carry out resident welfare checks where required.
- Support customer satisfaction initiatives and gather resident feedback following completion of works.
- Maintain positive relationships with residents throughout the programme.
Project Coordinator
- Provide day-to-day administrative support to the Project Lead and wider delivery team.
- Coordinate appointments and maintain project programmes.
- Assist with planning engineers' diaries and site visits.
- Update internal systems and project trackers.
- Prepare project documentation and support contract reporting.
- Support supervisors with site administration where required.
- Assist with compiling customer information packs and project documentation.
Essential:
- Excellent communication and customer service skills.
- Strong organisational and administration skills.
- Confident using Microsoft Office (Word, Excel & Outlook).
- Ability to prioritise workloads.
- Friendly, approachable and professional manner.
- Full UK Driving Licence.
Desirable:
- Experience within Social Housing.
- Experience working within construction or retrofit projects.
- Customer Liaison Officer experience.
At Houghton Group, we believe great projects are delivered through great communication, underpinned by integrity, ownership and commitment. This role is central to ensuring our residents receive an excellent experience while helping our teams deliver safely and to the highest standards. If you take ownership, act with integrity and are committed to doing a great job, we'd love to hear from you.
Pay: £30,000.00-£35,000.00 per year
Work Location: In person
