We’re looking for a Customer Liaison Retrofit Advisor to join our Asset Investment team on a fixed term contract until 31st March 2027, where you’ll play a vital role in supporting customers throughout retrofit and investment programmes across Liverpool, St Helens and Warrington. This is a fast paced and varied role where you’ll be out on site, working closely with residents, contractors and colleagues to ensure a smooth and positive customer journey.
What you’ll be doing:
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Act as the main point of contact for customers throughout retrofit and investment works, providing clear guidance and support from start to finish
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Deliver site-based liaison with tenants, residents, contractors and stakeholders to ensure programmes run smoothly
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Support the delivery of retrofit upgrades, including SHDF funded schemes, helping customers understand works and their benefits
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Manage customer expectations, keeping residents informed on progress and resolving queries or concerns promptly
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Work closely with contractors and internal teams to coordinate access, appointments and reduce missed visits or delays
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Provide advice and education around energy efficiency, retrofit measures and PAS processes
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Diagnose and respond to issues on site, ensuring solutions are identified quickly and effectively
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Maintain accurate records of customer interactions, visits and updates in line with GDPR and system requirements
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Support property triage and gather relevant documentation such as EPC data
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Build strong relationships with stakeholders to deliver a joined-up, customer-focused service
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Contribute to performance targets, ensuring works are delivered efficiently and to a high standard
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Promote equality, diversity and safeguarding, ensuring all customers are treated with respect and understanding
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Take personal responsibility for continuous development and contribute to a positive team culture
What we're looking for:
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Experience delivering excellent customer service, ideally within housing, construction or asset investment environments
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Strong communication and interpersonal skills, with the ability to build trust and empathy with customers
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Confidence managing challenging situations and resolving issues in a professional and sensitive way
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A good understanding of housing, energy efficiency or retrofit programmes (e.g. ECO, SHDF, LAD) is desirable
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Ability to work in a fast paced, site-based role and manage a varied workload
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Strong organisational skills and attention to detail, with the ability to maintain accurate records
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A proactive and flexible approach, with the confidence to work independently and as part of a team
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Good IT skills, including experience with Microsoft Office and digital systems
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Full UK driving licence, access to a vehicle for work purposes and business insurance
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A genuine passion for improving homes and making a positive difference to customers and communities
Interview Process:
Candidates will be invited to attend an interview which will include a competency-based discussion, focusing on your customer service experience, problem solving skills and ability to manage stakeholder relationships in a fast-moving environment. Interviews will take place at our St Helens Office on Monday 20th July 2026.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
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Right to work verification
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Qualification certificate check (where applicable)
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Two satisfactory references
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Occupational Health questionnaire – Fit for Work
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DBS check (if applicable)
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Completion of all new starter documentation, including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
