Resident Liaison and Service Scheduler

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 youre 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.

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.

Other Requirements:

Willingness to travel to locations as needed, including possible overnight stays.

Commitment to upholding CCSs values of diversity, equity, and inclusion.

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.

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