Customer Liaison

About REFYT REFYT Ltd is a retrofit and green energy contractor based in Canary Wharf, East London. We deliver Warm Homes and social housing retrofit schemes for councils and housing providers across London, Essex and Kent. Our teams install insulation, heat pumps, solar PV and ventilation in homes while people are living in them. The Role As Customer Liaison Officer (also known as Resident Liaison Officer or RLO) you will be the main point of contact for residents and homeowners before, during and after works. You will make sure every household knows what work is happening, when it is happening and who to contact. You will work with our project coordinators, site managers and retrofit assessors to keep jobs booked and programmes on track. You do not need construction or retrofit experience. If you have worked with customers and enjoy helping people, we will train you on the rest. Key Responsibilities

• Contact residents by phone, letter, email and door knocking to explain the scheme and book surveys, assessments and installs
• Arrange access and confirm appointments with residents and installation teams
• Attend pre start visits and run resident drop in and consultation sessions
• Record all contact, consent and appointments in our CRM and trackers
• Identify vulnerable residents and put the right support in place
• Handle queries and complaints, resolve them quickly and escalate where needed
• Collect customer satisfaction feedback and handover documents at completion
• Keep clients, housing officers and local authority contacts updated About You
• Customer service experience in any setting, for example retail, hospitality, call centres, housing, lettings, utilities or local authority
• Clear and patient communicator, confident speaking with people from all backgrounds on the phone and face to face
• Organised, able to manage a busy diary and keep accurate records
• Comfortable using email, spreadsheets and booking or CRM systems
• Calm and polite when handling complaints or difficult conversations Nice to have, but not essential
• Experience as a Customer Liaison Officer, Resident Liaison Officer, Tenant Liaison Officer or Community Liaison Officer
• Experience in construction, retrofit, social housing, ECO, Warm Homes or repairs and maintenance
• Additional languages
• Full UK driving licence What We Offer
• Salary £28,000 to £32,000 depending on experience
• Full time, Monday to Friday
• Office based at Canary Wharf, E14, with regular site visits
• Full training on retrofit schemes, our systems and working with residents
• Development within a growing retrofit business
• 28 days holiday including bank holidays
• Workplace pension To apply, send your CV through LinkedIn.