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Customer Liaison Officer

2 weeks ago

Liverpool, Liverpool, United Kingdom TORUS Full time £25,000 - £35,000 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.

What We're Looking For:

  • 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

Interview Process:

Candidates will undergo in-person interviews, consisting of competency-based questions. Interviews will take place w/c15th December

Additional Information:

Successful 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.