At a Glance
- Tasks: Support customers through their retrofit journey and coordinate investment programmes.
- Company: Join a dynamic team focused on improving homes across Liverpool, St Helens, and Warrington.
- Benefits: Gain valuable experience in customer service and project management while making a difference.
- Other info: Enjoy a flexible work environment with opportunities for personal growth.
- Why this job: Be the key contact for residents, helping them understand and benefit from energy-efficient improvements.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
This is a fast-paced and rewarding role where you'll work closely with residents, contractors, stakeholders and colleagues to support the successful delivery of retrofit and investment works.
You'll help customers understand planned improvements and their benefits, coordinate access arrangements, reduce no-access events and ensure residents remain informed and supported throughout the process.
The role is primarily site-based and will require regular travel across our operational area.
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.
W hat 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.
Customer Liaison Retrofit Advisor - 9 Month Contract in Warrington employer: Torus Group
Join our dedicated team as a Sheltered Scheme Manager in Liverpool, where you will play a vital role in enhancing the lives of older and vulnerable residents. We pride ourselves on fostering a supportive work culture that values employee growth, offering continuous training and development opportunities to help you excel in your career. With a strong commitment to resident wellbeing and a collaborative environment, you'll find this position not only rewarding but also integral to making a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Retrofit Advisor - 9 Month Contract in Warrington
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Torus Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Torus Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Liaison Retrofit Advisor - 9 Month Contract in Warrington
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Torus Group.
How to prepare for a job interview at Torus Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Torus Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Torus Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
