Customer Liaison Officer - FTC

Overview

An instrumental role in supporting Paradigm’s commitment to improving the energy efficiency of our homes and delivering on our Corporate Plan. As a Customer Liaison Officer, you will work closely with residents living in our lowest‑performing properties (EPC bands D–G), ensuring they feel informed, supported and valued throughout our retrofit programmes. Your work will directly contribute to improved comfort, reduced energy costs and progress towards our long‑term sustainability and net‑zero objectives.

Are you looking to join a growing, values‑led organisation with a clear social purpose?

Settle Paradigm is the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve. If you re ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey.

Together, we’re building a better future.

Customer engagement is the starting point for all improvement works. You will build rapport with residents, understand their daily routines and needs, and listen carefully before offering appropriate guidance. By clearly explaining how works will be delivered and providing reassurance where needed, you will help customers feel confident in the process and more willing to proceed. The information you collect is essential for planning and measuring success, and you will record it accurately in our systems.

From the first conversation through to project completion, you will be the customer’s trusted Paradigm contact. This role allows you to apply your customer service expertise and communication skills to influence positive outcomes, while building new capabilities in a nationally important area. If you enjoy working with people and want to make a meaningful difference to their quality of life, this is an excellent opportunity.

You will join a small, friendly and collaborative team within our wider Asset Management function. Working closely with the Customer Liaison Manager, colleagues, consultants and contractors, you will help deliver energy‑efficiency projects and contribute to long‑term customer‑focused strategies that support the de‑carbonisation of our homes.

Whilst this is not currently a permanent role, in a business our size and with the transformation we are going through, there is a possibility that this could either be extended, made permanent or other opportunities may arise. Many of our talented colleagues started at Settle Paradigm as temporary/interim and have gone on to forge successful careers with us. However, if something longer term doesn’t materialise, you will still gain valuable career enhancing skills and experience.

We welcome applicants from a wide range of backgrounds, including those returning to work or considering a career change. Experience in energy efficiency is helpful but not essential, as full training will be provided.

Must haves:

• Experience in a customer‑facing role and/or within the social housing sector
• Confidence engaging with residents in their homes and representing Settle Paradigm professionally
• Strong communication, organisation and time‑management skills
• The ability to influence decisions and guide conversations positively
• A logical and calm approach to planning and managing work under pressure
• Flexibility to meet customer needs, including regular travel across our area of operation
• A full (preferably clean) driving licence and regular access to a car

Business mileage is reimbursed at 45p per mile (excluding home‑to‑office mileage) for the first 10,000 miles per year, less home to work commute, in line with our policy

Nice to haves:

• Previous experience of giving energy efficiency advice would be an advantage,…