Website Green Carbon Talent
Job Advert – Project Coordinator (Insulation Works) & Customer Liaison Officer
Role Overview
As Project Coordinator (Insulation Works) and Customer Liaison Officer, you will support the full end-to-end customer and installation journey. Alongside coordinating projects, you will also act as the face of Our Client, visiting customers in their homes to provide clear information, build trust, and ensure they feel supported throughout the retrofit process. This hybrid role combines office-based project management with field-based customer engagement.
This role ensures projects remain compliant, on schedule, and delivered to the highest standards, supporting every stage of the process — from data validation, RA/TS (Retrofit Assessment / Technical Survey) bookings, batching approvals, materials management, enabling works, insulation installation, to completion paperwork and warranty submissions.
Key Responsibilities
Office Duties
Validate applicant information, eligibility criteria, and required evidence.
Coordinate survey and assessment bookings, ensuring internal checks are completed before progressing projects.
Collate and submit all required documents to stakeholders for approvals.
Schedule installation works, including enabling, trades, and insulation activities.
Liaise with suppliers to order and manage materials for each project.
Support the customer journey by providing updates, confirmations, and ensuring all documentation is complete for warranties and final submissions.
Handle customer interactions via phone, including booking appointments, providing updates, and addressing minor complaints professionally.
Field Duties
Represent Our Client professionally at all times when visiting customer properties.
Gather customer feedback from site visits and feed this back into internal processes for service improvement.
Proactively identify and escalate any customer concerns, ensuring they are resolved quickly and effectively.
Work closely with assessors, surveyors, and installers during visits to ensure smooth delivery and positive customer experience.
Support customers on-site by addressing queries, explaining works, and ensuring they understand next steps.
Act as the main customer liaison in the field, conducting home visits to explain the retrofit process, manage expectations, and provide reassurance.
Skills & Experience
Essential
Experience in project coordination, administration, or customer support.
Strong organisational and communication skills with the ability to manage multiple tasks.
Excellent customer service skills with the ability to communicate clearly and professionally over the phone and in writing.
Ability to handle customer concerns with empathy, patience, and efficiency.
Proficiency in CRM systems, spreadsheets, and document management tools.
Full UK driving licence and willingness to travel regularly for customer visits.
Ability to manage sensitive conversations in person with empathy and professionalism.
Experience of working in a field-based or customer-facing role.
Confidence in face-to-face customer interactions, with the ability to build rapport quickly.
Desirable
Previous experience in insulation administration or retrofit project support.
Knowledge of domestic retrofit standards such as PAS 2030 / PAS 2035 or ECO4 requirements.
Familiarity with construction or energy efficiency projects.
Proven track record of delivering positive customer experiences in previous roles.
What We Offer
Circa £30,000 salary (DOE)
Company Vehicle
25 days annual leave (+ Bank Holidays)
Career development opportunities in a growing sector
A supportive and collaborative working environment
The chance to make a tangible difference in the transition to a low-carbon future