Community Engagement Officer

Posted 19 October by Focus Resourcing
Easy Apply

We are extremely proud to be supporting the launch of a new and exciting company in Wales. Arbed am Byth is a joint venture between the Energy Saving Trust and Everwarm and has been appointed to deliver one of the Welsh Government's flagship energy efficiency programmes, Arbed 3.

Arbed am Byth will be the leader in tackling fuel poverty, reducing carbon emissions, improving energy efficiency and supporting sustainable local economic growth through the delivery of local area-based schemes across Wales, providing a high-quality end to end customer experience, from initial referral through to assessment and the installation of measure, aftercare and support to households and communities all across Wales.

We are looking to recruit a Community Engagement Officer covering North Wales, to effectively develop, manage and enhance local customer and stakeholder relationships in the delivery of Arbed schemes across Wales. Welsh Speaking is essential for this role.

Key Responsibilities:

Lead on the resolution of incoming enquiries and complaints at a local level

Support the successful resolution of customer complaints and appeals regarding Arbed schemes by providing in-person, on the ground support

Oversee and support local programme of communications to introduce Arbed schemes and key delivery agents

Support office-based team in the resolution of escalated complaints or concerns from customers

Build a local presence as a day-to-day contact for customers in the area, taking ownership of issues and escalating as required

Build and maintain strong local customer relationships that protect and enhance reputation

Use local knowledge to be visible, enthusiastic and energetic in acting as a reliable and consistent point of contact

Build relationships on the ground with key operational contacts, including installers, surveyors and quality inspectors; managing these relationships to maintain a seamless customer service experience

Highlight the successes of local schemes and initiatives in a way that encourages other local authorities in the region to come forward

Work with colleagues and external partners to promote a culture of continuous improvement

Help to establish a reputation locally for a positive customer service experience, demonstrated by feedback and tangible outputs

Qualifications, Skills & Experience:

Educated to a high standard, degree level or similar

Fluency in Welsh is essential

Evidence of ongoing professional development in a relevant field

Successful experience in a networking role

Experience of liaising with people at differing levels of seniority within an organisation

Experience of working with external partners

Experience of managing complaints

Excellent interpersonal skills

Excellent relationship-building skills

Excellent organisational and administrative skills

Confident self-starter

Excellent team working skills

Excellent communicator

Full valid driving licence

This is a superb opportunity to join a new company who will be an employer of choice in Wales. They will offer a competitive salary and good benefits, an excellent working environment and strong career progression opportunities.

This role includes a company car / car allowance.

Reference: 36403101

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