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- Tasks: Support tenants and contractors in delivering retrofit upgrades and investment programmes.
- Company: Join Torus Group, a leader in community-focused housing solutions.
- Benefits: Gain valuable experience, develop skills, and contribute to sustainable projects.
- Why this job: Make a real difference in your community while enhancing your career.
- Qualifications: NVQ Level 3 in customer care or willingness to study; relevant experience preferred.
- Other info: Dynamic role with travel across Liverpool, Warrington, and St. Helens.
The predicted salary is between 30000 - 42000 £ per year.
Torus Group are seeking a Customer Liaison Officer (CLO) to join our Assets team. As CLO, you will provide a professional liaison service for tenants, residents, contractors and Torus staff to support the smooth delivery of retrofit upgrades across the Torus portfolio.
The role focuses on supporting the SHDF-funded retrofit programme, ensuring compliance with DESNZ requirements and guiding customers through their retrofit journey. You will also support wider investment activity, including component renewals, cyclical programmes and other projects.
This is a site-based role requiring travel across Liverpool, Warrington and St. Helens. A full driving licence and access to a vehicle with valid MOT and business-use insurance are essential.
What You’ll Be Doing- Liaise with tenants, residents, contractors, and stakeholders to support delivery of retrofit and investment programmes.
- Manage stakeholder expectations and educate customers on retrofit systems, PAS processes, and energy-related advice.
- Diagnose, troubleshoot, and triage property eligibility and related issues.
- Collate and interpret energy performance certificates and documentation.
- Support customers with access, appointments, and programme updates to reduce missed visits and improve experience.
- Maintain accurate customer records and update IT systems regularly.
- Contribute positively to the team, reflecting Torus values, and take responsibility for personal and professional development.
- Provide general administrative support and assist with other duties consistent with the role.
- NVQ Level 3 or equivalent in customer care (or willing to study)
- GCSEs (or equivalent) in Maths and English
- Level 3 Retrofit Advisor (or commitment to work towards)
- Relevant customer service experience
- Proficient in Microsoft Office (Outlook, Word, Excel, Access)
- Experience with housing management systems and handling customer data
- Skilled in producing clear written information and providing client advice
- Experience in social housing, ideally in asset investment or ECO/green build projects
Candidates will undergo in-person interviews, consisting of competency-based questions.
Additional InformationSuccessful applicants must complete the following pre-employment checks including:
- Right to work verification
- Qualification certificate check
- Two satisfactory references
- Occupational Health Questionnaire
- DBS check (if applicable)
- Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Customer Liaison Officer - Planned Works - 18-Month Contract in Liverpool employer: Torus Group
Contact Detail:
Torus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer - Planned Works - 18-Month Contract in Liverpool
✨Tip Number 1
Get to know the company! Research Torus Group and their values. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. As a Customer Liaison Officer, you'll need to be clear and concise. Role-play with a friend or family member to get comfortable discussing retrofit systems and customer service scenarios.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Torus Group.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to the retrofit journey.
We think you need these skills to ace Customer Liaison Officer - Planned Works - 18-Month Contract in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Liaison Officer role. We want to see how you can support our retrofit programme and engage with tenants and contractors effectively.
Showcase Your Customer Service Skills: Since this role is all about liaising with customers, be sure to emphasise your relevant customer service experience. Share examples of how you've managed stakeholder expectations or provided clear advice in previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to demonstrate your ability to produce written information, as this is a key part of the job. We appreciate clarity!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Torus Group
✨Know Your Retrofit Stuff
Make sure you brush up on the specifics of retrofit systems and energy-related advice. Understanding the SHDF-funded retrofit programme and DESNZ requirements will show that you're not just interested in the role, but that you’re ready to hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully managed stakeholder expectations or resolved customer issues. This is key for a Customer Liaison Officer, so think about how you can demonstrate your ability to communicate clearly and effectively.
✨Familiarise Yourself with the Area
Since this role involves travel across Liverpool, Warrington, and St. Helens, it’s a good idea to know a bit about these areas. Being able to discuss local issues or community needs can help you connect with the interviewers and show your commitment to the role.
✨Be Ready for Competency Questions
Expect competency-based questions during the interview. Prepare by thinking of specific situations where you’ve demonstrated skills relevant to the job, like diagnosing property eligibility or maintaining accurate records. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
