Retrofit Customer Liaison Officer

Here at Stonewater, we have an exciting new opportunity for a Retrofit Customer Liaison Officer to join the Sustainability Team. You will join a dedicated team to deliver safe, affordable and quality homes to people that need them most and play a critical part in delivering Stonewater’s Homes strategy, decarbonisation targets and customer promise.

We are seeking an experienced customer focussed individual to support the successful delivery of retrofit works and ensure our customers remain at the heart of the journey. As Retrofit Customer Liaison Officer, you will oversee all our delivery partners and retrofit team to ensure our customers are receiving a positive experience, feel fully supported, informed and engaged throughout the retrofit journey and that Stonewater are delivering our Customer Promise.

In this pivotal role, you will lead on customer satisfaction, providing retrofit advice, manage enquiries and complaints, promote social value, and drive continuous improvement within the department. You will help ensure retrofit projects align with PAS: 2035 for Trustmark accreditation and meet DESNZ requirements for Warm Homes: Social Housing Funding.

You will collaborate within a multidisciplinary team which includes customers, contractors, consultants, and other stakeholders contributing to the retrofit agenda and future decarbonisation net zero carbon targets.

The ideal candidate will:

• Have experience in customer liaison, resident engagement or a similar customer-facing role ideally within housing, construction, or retrofit industry.


• Have a strong background in providing good customer service with the ability to resolve challenging situations professionally and with integrity.


• Be passionate about operating within the housing sector, particularly in sustainability and energy improvement works.


• Have excellent communication, collaboration and stakeholder engagement skills with the ability to communicate effectively with a wide range of internal and external stakeholders.


• Have strong organisational skills, able to confidently make decisions, achieve targets and prioritise, plan and manage own workload effectively.


• Have proven experience in managing and resolving customer complaints effectively in line with company policies and procedures.


• Have excellent IT skills including good working knowledge of Microsoft Office applications, Housing Management systems including CRM and digital communication tools.


• Have strong administration skills and support the team with minute taking and agenda preparation when required.


• Hold or willing to work towards completing Level 3: Retrofit Advisor Course

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.