Resident Liaison and Service Scheduler – Bristol

Bristol

Full Time

£29,000 - £32,000

Join CCS & Shape the Future of Renewable Energy!

Why Choose CCS?

  • Develop new skills with our full training programs, coaching, and mentoring support.
  • Grow your career with us, with clear pathways for personal development.
  • Enjoy long-term contracts and job security.
  • Earn excellent rates of pay that reflect your skills and dedication.

About Us

CCS was established in 2007 to deliver high-quality boiler installation services to social housing customers. Over the years, our diverse team has grown significantly, enabling us to expand our offerings and incorporate cutting-edge technologies. Today, we are at the forefront of renewable energy installations, setting industry standards and leading the way in innovative solutions for our clients.

Be Part of a Growing Team & Apply Today!

If you’re ready for a new challenge and want to be part of a forward-thinking company, contact us to learn more about our opportunities. Your journey to a rewarding career with CCS starts here!

Job Purpose:

As the Resident Liaison and Service Scheduler, you will play a crucial role in supporting our whole-house retrofit programs. You will ensure high-quality customer service by implementing and refining administrative systems, procedures, and policies. Additionally, you will engage directly with residents, conduct training sessions, and perform on-site visits to ensure the success of our projects and satisfaction of our clients.

Full Job Description

Benefits for working at CCS:

  • Pension Scheme, (Auto-enrolment after completion of probation.).
  • Buying / Selling of annual leave after successful probation period in the allocated window.
  • Potential for enhanced benefits package after two years’ service, based on performance.
  • Professional growth.
  • Parking available in office locations.
  • Refer a friend bonus scheme.
  • Work related training (in-house and external where appropriate).
  • 24/7 Employee Assistance Program

 

Key Duties & Responsibilities:

Customer Engagement:

  • Maintain positive customer relations by assessing, improving, and implementing contact protocols and profiling processes.
  • Deliver high-quality service to clients and their customers, ensuring respect for all individuals.
  • Lead customer engagement initiatives, including resident training, 360 reviews, and site visits for pre-works meetings, mid-works reviews, and post-work audits.
  • Visit customers in their homes to provide reassurance, support, and address any queries or concerns.
  • Resolve objections, complaints, and manage resident perception to ensure buy-in.

Administrative Coordination:

  • Implement and manage administrative systems and processes, ensuring efficiency and compliance with company protocols.
  • Schedule and manage appointments, ensuring timely and effective service delivery.
  • Use the Protean management system to control job scheduling, manage engineer diaries, and maintain real-time communication regarding repairs and compliance jobs.
  • Liaise with engineers and technical supervisors to optimise workflow and service delivery.

Team Development and Training:

  • Provide training and support to site and contact centre staff on enhanced profiling and customer engagement techniques.
  • Develop administrative and trade staff by offering educational opportunities and promoting a customer-focused approach.

CSR and Social Value Initiatives:

  • Assist corporate social responsibility (CSR) activities and contribute to social value programs that benefit the community.

Reporting and Compliance:

  • Prepare and present reports on project status, compliance visits, and ongoing work.
  • Ensure strict adherence to company policies and procedures, maintaining professionalism and accuracy in all administrative tasks.

 

Skills/Qualifications:

  • Proven experience in customer service, site-based engagement, and managing customer programs.
  • Experience in social housing environments, particularly in handling vulnerable customers and managing planned/capital investment programs.
  • Formal customer service qualification is an advantage.
  • Strong administrative skills, including proficiency in Microsoft Office, reporting, and scheduling.
  • Excellent communication and problem-solving abilities.
  • Familiarity with CRM systems, such as Protean, is highly desirable but not essential.

Experience Required:

  • Exceptional Customer Focus.
  • Attention to detail.
  • Excellent IT knowledge and experience of managing appointments and scheduling.

Personal Attributes:

  • You pride yourself on truth and share knowledge for the greater good.
  • You are committed to improvement and are an active team participant.
  • You accept responsibility for your role and promote ownership in others.
  • You have a desire to be successful and achieve goals, whether small or large.
  • You are flexible to meet business needs and actively work towards expanding your knowledge and developing your skills.

 

Other Requirements:

  • Willingness to travel to locations as needed, including possible overnight stays.
  • Commitment to upholding CCS’s values of diversity, equity, and inclusion.

We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.

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