Customer Liaison Retrofit Advisor - 9 Month Contract

Job Advert

We're looking for a Customer Liaison Retrofit Advisor to join our Asset Investment Team on a fixed-term contract until 31st March

2027. In this role, you'll play a vital part in supporting customers throughout their retrofit journey and the delivery of

investment programmes across Liverpool, St Helens and Warrington.

As the face of our retrofit programmes, you'll guide customers through every stage of their journey, helping them understand the

improvements being made to their homes and the positive impact these changes can have on comfort, energy bills and sustainability.

Your support and communication will be essential in ensuring residents feel informed, valued and confident throughout the process.

You'll be office-based in Warrington on Tuesdays and St Helens on Thursdays, with home working in line with business needs. As

travel is an essential part of the role, you'll need a full UK driving licence, access to your own vehicle and valid business-use

insurance.

What you’ll be doing

* Act as the main point of contact for customers throughout retrofit and investment programmes

* Provide liaison between customers, contractors and stakeholders to support the successful delivery of works

* Support the delivery of SHDF-funded retrofit programmes and other investment projects across the Torus portfolio

* Help customers understand retrofit measures, PAS processes and the benefits of energy efficiency improvements

* Coordinate access arrangements and appointments to minimise delays, missed appointments and no-access events

* Manage customer expectations and maintain regular communication through the programme lifecycle

* Diagnose and help resolve customer-related issues, escalating where appropriate and identifying practical solutions

* Maintain accurate records of customer interactions and updates

* Build strong working relationships to deliver a customer-focused service

* Contribute to performance targets and high standards of delivery

* Promote equality, diversity and a positive customer experience

What we're looking for

* Experience delivering excellent customer service in a customer-facing role, ideally within social housing, property services,

construction, asset investment or retrofit programmes.

* Strong communication and relationship-building skills, with the ability to engage effectively with residents, contractors and

stakeholders.

* Experience supporting customers through planned works or property improvements, ensuring they feel informed and supported

throughout the process.

* Ability to explain complex or technical information, including energy efficiency and retrofit measures, in a clear and

customer-friendly way.

* Confidence managing customer expectations, resolving issues and handling challenging situations with professionalism and

empathy.

* Strong organisational skills, with the ability to manage appointments, maintain accurate records and prioritise a varied

workload.

* Good IT skills, including Microsoft Office and experience updating customer information on digital systems.

* A proactive, flexible approach and the ability to work independently and collaboratively as part of a team.

* Full UK driving licence, access to your own vehicle, and ability to hold or obtain business insurance

* Passion for delivering excellent customer experiences and helping residents benefit from warmer, more energy-efficient homes.

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 Wednesday 19th August 2026.

Additional Information

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

* Right to work verification

* Qualification certificate check (where applicable)

* Two satisfactory references

* Occupational Health questionnaire – Fit for Work

* DBS check (if applicable)

* 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.