Retrofit Project Management Officer - CLO

Retrofit Project Management Officer (Customer Liaison Officer)
Salary: 37,662 plus excellent benefits
Location: Wooburn Green, High Wycombe or Letchworth Garden City
Hybrid working: Mixture of office, site‑based and home working
Contract: Permanent
Hours: 37 per week

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

At Lifestone Homes, we’re proud to be 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.

About the role

We are looking for a Retrofit Project Management Officer to join our Retrofit and Asset Investment team and help deliver an ambitious programme of energy efficiency and decarbonisation improvements across our homes.

This is an exciting opportunity to play a key role in programmes that directly improve residents' homes, reduce energy consumption and support Lifestone Homes' journey towards Net Zero. Working closely with Project Managers, Customer Liaison colleagues, contractors and residents, you will help ensure retrofit projects are delivered efficiently, compliantly and with a strong focus on customer experience.

The role combines project coordination, stakeholder engagement, reporting and programme support, making it ideal for someone who enjoys working with data, managing multiple priorities and building positive relationships with customers and colleagues.

About you

You're highly organised, customer focused and passionate about delivering projects that make a real difference.

You enjoy bringing structure to complex programmes, keeping information accurate and up to date, and ensuring people stay informed throughout the delivery process. You'll be comfortable working with data, producing reports and coordinating activity across multiple teams while maintaining a strong focus on customer satisfaction.

You'll also understand the importance of energy efficiency, sustainability and retrofit investment in improving homes and communities.

Key responsibilities

• Support the delivery of retrofit and decarbonisation programmes from planning through to completion

• Maintain retrofit programme trackers and ensure information is kept accurate and up to date

• Communicate with residents through telephone calls, emails and letters regarding planned works

• Maintain accurate records of customer engagement and contact activity

• Monitor programme performance and identify delays, risks or potential issues

• Support Customer Liaison teams, Project Managers and wider stakeholders to achieve programme milestones

• Produce performance reports relating to retrofit delivery, EPC ratings and Decent Homes requirements

• Manage enquiries, shared inboxes and referrals within agreed timescales

• Coordinate communications between internal teams, contractors and external partners

• Support monthly reporting requirements and funding submissions

• Attend meetings, take minutes and support project governance activities

• Build positive working relationships with residents, consultants, contractors and delivery partners

• Support procurement and contract administration activities where required

• Escalate programme risks and delivery issues appropriately

• Promote compliance with PAS 2035 requirements and organisational standards

• Maintain accurate retrofit records, data and audit trails

Our expectations

• Successful support and coordination of retrofit investment programmes

• Accurate and timely reporting across all retrofit workstreams

• Strong customer engagement and communication throughout projects

• High standards of compliance with PAS 2035 and funding requirements

• Positive audit outcomes and strong programme governance

• Effective management of retrofit programme data and documentation

• Contribution towards EPC improvement and decarbonisation targets

• Collaborative working with internal teams, residents and delivery partners

Essential

• Experience supporting retrofit, planned investment, property improvement or grant‑funded programmes

• Experience handling customer enquiries, complaints and service recovery activities

• Knowledge of energy efficiency and retrofit measures, including insulation, ventilation, low‑carbon heating systems and renewable technologies

• Understanding of PAS 2035 principles and retrofit delivery requirements

• Knowledge of contract monitoring and performance management processes

• Understanding of social housing asset management and planned investment programmes

• Excellent organisational and project coordination skills

• Strong analytical and problem‑solving abilities

• Excellent communication and stakeholder management skills

• Ability to interpret performance information and identify opportunities for improvement

• Strong customer focus and commitment to service excellence

• Competent user of Microsoft Office applications and contract management systems

• Full UK driving licence

Desired

• Experience working within the social housing sector

• Experience supporting retrofit grant funding programmes such as Wave Hub, Social Housing Decarbonisation Fund or Warm Homes programmes

• Experience working with contractors, consultants and external delivery partners

• Understanding of housing compliance, asset management or sustainability programme

Why join us?

This is a unique opportunity to contribute to one of the most important areas of housing today. You'll help deliver projects that improve residents' homes, reduce carbon emissions and support long‑term sustainability goals while working alongside experienced retrofit, asset management and customer service professionals.

If you're looking for a role where you can combine project support, customer engagement and sustainability initiatives while making a genuine difference to communities, we'd love to hear from you.

Benefits

At Lifestone Homes, we believe in creating an environment where our people feel valued, supported, and inspired to grow. That's why we offer a comprehensive benefits package designed to support your wellbeing, development, finances and work-life balance.

• 25 days annual leave, increasing with service to a maximum of 30 days

• 30 days annual leave from day one for Head of Service, Assistant Director and Director roles

• Christmas closure in addition to your annual leave entitlement

• Option to buy up to 5 additional days of annual leave each year

• Generous pension scheme with up to 10% employer contributions

• Annual performance bonus scheme, recognising individual contributions and achievements

• Enhanced family-friendly leave, including maternity and paternity benefits

• Health Cash Plan with support for everyday healthcare costs, virtual health services, gym discounts and free cover for up to four dependent children

• Life assurance worth three times your annual salary

• Employee Assistance Programme (EAP) providing 24/7 confidential support for your mental, physical and financial wellbeing

• Flexible and hybrid working, helping you balance work and personal commitments

• £200 annual flexible benefits allowance to spend through our benefits platform

• Generous sick pay and income protection cover

• Essential car user allowance and business mileage payments for eligible roles

And that's just the beginning! We also offer:

• Salary sacrifice car leasing scheme with electric and hybrid vehicle options

• Funded training, professional qualifications and apprenticeships

• Two paid Giving Back Days each year to support local communities and charitable causes

• Up to 5 days paid carers leave

• Up to 5 days paid emergency childcare leave

• Paid professional membership or subscription (one per year)

• Peer recognition and reward programme

• Sabbatical opportunities for eligible colleagues

• Mental Health First Aiders across the organisation

• Modern office facilities, including free parking and EV charging where available

Working Hours & Additional Pay

• Hours and working pattern

• Participation in out-of-hours rota, with potential to boost base salary.

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 26 November

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.

(INDT)