Location
Negotiable across any Flagship Office (travel across the geography required), based in Thetford.

Hours
Full Time

Salary
£30,843 per year plus car allowance

About the Role
Do you enjoy making a real difference to customers' lives through excellent communication and support? Are you confident building positive relationships with customers, contractors, and colleagues while managing multiple priorities in a fast-paced environment? Do you have a passion for delivering outstanding customer service and helping people navigate change with empathy and professionalism? Here at Bromford Flagship LiveWest, we're looking for a proactive and customer-focused Tenant Engagement Officer (Retrofit) to support customers throughout their retrofit journey. Working closely with project teams, contractors, and installers, you'll play a vital role in ensuring customers are informed, supported, and engaged before, during, and after energy efficiency improvements are completed in their homes. As a Tenant Engagement Officer, you will act as the primary point of contact for customers throughout retrofit projects, ensuring a positive customer journey. You will provide clear, timely, and professional communication to customers via home visits, telephone calls, email, and written correspondence. You will support and engage customers before, during, and after the installation of energy efficiency measures and work closely with project managers, contractors, installers, and wider project teams to ensure customers are kept informed throughout the process. Additionally, you will provide extra support to vulnerable customers and ensure services remain accessible and inclusive for everyone. Gathering feedback and identifying opportunities to improve the customer experience across retrofit projects will also be part of your role.

Why Join Us?
This is an exciting opportunity to play a key role in improving customers' homes and supporting our long-term sustainability ambitions. You'll have the chance to make a tangible difference by helping customers benefit from warmer, more energy-efficient homes, build expertise in retrofit delivery, customer engagement, and energy efficiency programmes, work collaboratively with a range of internal teams and external partners, support customers through meaningful home improvement projects that positively impact their daily lives, and be part of a values-led organisation committed to helping people thrive.

What We Offer
Competitive salary and benefits package including car allowance, health and wellbeing support, learning and development opportunities, generous annual leave entitlement, and pension scheme. Full benefit details depend on office location.

Experience
Experience in a customer-facing, tenant engagement, housing, community, or customer service role is desirable. Strong communication skills with the ability to adapt your approach to meet different customer needs. Experience building positive relationships with a wide range of stakeholders. Ability to manage competing priorities and organise workload effectively.

About You
A compassionate and empathetic approach, particularly when supporting vulnerable customers. Confident in delivering outstanding customer service and managing multiple priorities in a fast-paced environment. Willingness to travel across the region as required.

Qualifications
Knowledge of energy efficiency, retrofit programmes, PAS 2035, or domestic energy improvements such as insulation, renewable technologies, or heating systems is desirable. A full UK driving licence is required. A Level 3 Domestic Energy Assessor qualification is a nice to have but not essential.