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Customer Liaison Manager – Energy Efficiency - HP10 0DF



Job Type



Property & Construction


HP10 0DF

The Vacancy

About the role:

One of Paradigm’s key corporate objectives if to improve the energy efficiency of its homes. We have identified some of our worst energy efficient properties and we proposed to undertake measures to improve their performance to the benefit of our customers over the next 12 months. At the same time, we will be preparing plans to improve all homes with poor energy efficiency and high carbon emissions.

The first stage in delivering energy efficiency improvements to our homes is the successful engagement with our customers. The prospect of having these works carried out to their homes can be off putting. Without good engagement many customers will decline works. This despite the benefits to them once the works are completed in terms of improved comfort and affordability.

To address this risk to the delivery of the energy improvement projects we have identified the need for a Customer Engagement Manager, who will take a hands-on and strategic role to engage with the customers. Your first role will be to contact each customer whose home has been identified as having poor energy efficiency.  The aim is to establish a rapport and build up trust. You will explain the process Paradigm intends to follow to determine what energy efficiency measures are required, how we will consult with them on the proposed measures and then the installation process. At the same time, you will listen to their concerns and where practicable consider how they can be accommodated. You will also collect information about the customer’s lifestyle, their energy usage and comfort. This information is vital in building up an understanding of the customer and their needs and will also be used to measure the success of the project once works are completed. You will also offer some basic energy efficiency advice.

You will be their trusted Paradigm contact form the inception to the completion of the works.  This is a role where you can utilise your customer service and powers of persuasion skills and experience to get things done and communicate progress, while at the same time for those new to energy efficiency an opportunity to pick up some new skills in an area of national importance.  If you like working with people and want to make a difference to their quality of life, then this job is for you.

Our Team

We are a small newly established team which is part of the larger Asset Management Strategy Team.  You will work with the Asset Decarbonisation Manager and the Retrofit Project Manager together with consultants and contractors to deliver the energy efficiency improvement projects and establish long term customer focussed strategies for energy efficiency improvements and the decarbonisation of our homes.

About You:

  • We are keen to receive applicants from a range of people, including those looking at a return-to-work opportunity or for a change of career.
  • Having experience of energy efficiency would be an advantage, however, for those with no experience training will be provided.
  • Experience of working for a social housing provider or/and in a customer engagement role.
  • You will have excellent communication skills and you will need to be extremely organised and self-motivated, as you will be working independently to manage your own workload.
  • You will have good negotiation skills and powers of persuasion to positively progress customer discussions and decisions to enable a programme of works to be carried out.
  • You will have the ability to plan your work in a logical way, able to work well under pressure and to tight deadlines.
  • You will be prepared to work flexibly to meet the needs of our customers. You will regularly visit customers in their homes and therefore you must have a full driving licence (preferably clean) and a car.

About us:

We are a values’ driven, ambitious organisation. We’re Best Companies 1 STAR accredited organisation in recognition of our high employee engagement and offer a welcoming and friendly environment.

We offer a very generous package including the following:

  • Holidays – 25 days to start (this rises with service to a maximum of 30 days) plus 3 paid days between Xmas and new year when we close, plus the opportunity to buy up to another 5 days – subject to conditions
  • Pension scheme: employee minimum contribution of 3% and Paradigm will contribute 7.5% or 9.5% depending on the employee’s contribution rate.
  • Annual Bonus potential
  • Professional Sponsorship Scheme (subject to conditions) and professional subscriptions paid
  • Family Friendly policies incl generous Paternity, Maternity, Shared parental and adoption leave, sabbaticals and more
  • Health Cash Plan – worth over £1,800 p/a includes Dental, Optical, Prescriptions and Flu jabs, Physiotherapy, Chiropractic therapy, Reflexology, Sports massage and more. It’s free to add up to 4 dependent children aged up to 24yrs (if in f/t education) and each child is entitled to 50% worth of your allowance for each category!
  • Remote hybrid working (as per Government guidelines we are working remotely at time of publication) 
  • Up to 3 paid ‘Giving Back’ (volunteer) days a year
  • Newly created modern offices collaborative offices, with free parking and free electric vehicle charging points
  • Car Leasing scheme (subject to conditions)
  • Rewards platform
  • Opportunities for career advancement – if you want it, but fine if you don’t.
  • Social events, such as Quiz nights, Xmas Party, Summer BBQ (Covid permitting)

We support flexible ways of working and welcome applications from all sections of the communities we work in.

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