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Compliance and Complaints Officer

Reference   (Please mention Stopdodo/Environment Jobs in your application)
Sectors Sustainability, Climate, CSR, EMS
Town/City Based out of our Head Office in Earlsfield but with plenty of opportunity to work remotely.
Salary Additional Information £28k-£32k
Salary (Minimum)
Salary (Maximum)
Type Fixed Term and Permanent Roles
Status Full Time
Level First Level
Company Name RetrofitWorks
Contact Name
Email info@retrofitworks.co.uk
Website Further Details / Applications
RetrofitWorks logo
Also Listing:

RetrofitWorks is seeking to hire a Compliance & Complaints Officer - Retrofit to support the business in its next phase of growth. RetrofitWorks is on a mission to improve the energy efficiency of the UK’s housing stock and this role will be instrumental in supporting the team to successfully deliver these retrofit projects. 


The Compliance & Complaints Officer - Retrofit will oversee, develop and manage the compliance processes and procedures at RetrofitWorks to ensure all our members and contractors are applying the highest standards to deliver the retrofit projects to our customers. This role is integral to ensure that we are delivering high-quality service to customers, whilst adhering to all internal, contractual and regulatory rules and guidance. They will support the growth of the RetrofitWorks cooperative by working with future and current members and will report directly to the Membership Development Manager.


What will you be doing?


As well as being passionate about domestic energy efficiency and retrofit, you will be responsible for:

  • Conducting regular audits on all our members to ensure safety and performance standards are being met in line with our internal processes and the TrustMark scheme. This is to ensure RetrofitWorks complies with the TrustMark framework, as well as all the other regulatory requirements.

  • Ensuring all our members are compliant with the cooperative standards and providing regular feedback when required.

  • Ensuring the quality management system is implemented and adhered to, and that its contents are up to date and relevant. 

  • Ensuring the health and safety procedures are being adhered to and that the governance is being followed.

General duties and responsibilities.

Compliance & audit

  • Communicating with members and engaging with them for audits and compliance. This includes frequent visits to members offices and building sites (following our Covid procedures after lockdowns are eased).

  • Liaise with TrustMark to ensure we are engaged with any developments and changes in the framework.

  • Create a strategy that ensures a short term action plan highlights any non-conformance and there is a culture of continuous improvement with our members.

Complaints procedure

  • Maintain the complaints register and ensure all complaints are handled in a professional and empathetic manner.

  • Ensure clients are satisfied with the complaint resolution and deal with any discrepancies as required.

  • Ensure the complaints procedure is followed correctly and escalate any unresolved issues as required.

  • Manage the complaints procedure and ensure all records are updated and cases closed.

  • Provide monthly reports on complaints and ensure outcomes are fed into the Member audit process and maintenance of the contractor league table.

What we’re looking for.


  • Compliance and/or audit experience within a retrofit or construction environment.

  • Knowledge of regulations and frameworks for domestic retrofit for UK homes.

  • Proven experience of liaising with contractors in a professional and courteous manner.

  • Excellent organisation and administration skills and ability to prioritise own workload to meet deadlines.

  • Strong attention to detail. 

  • Working in a fast-paced and ambiguous environment.

  • Experience of implementing systems and building a culture of ‘right first time’.

  • Experience of root cause investigation to identify and solve problems.

  • Great analytical skills with the ability to understand data, accurately define problems and recommend solutions.

  • Ability to identify areas of improvement and influence stakeholders effectively.

  • A positive and flexible attitude with a high level of computer literacy, including Microsoft Office.

  • A passion for improving the energy efficiency of our housing stock and meeting the carbon zero target.

  • A valid driving licence and access to own vehicle as regular travel will be required

  • Understanding of confidentiality.


  • Knowledge of PAS2030, Trustmark, PAS2035 and other related frameworks.

  • Experience of working in services offered to vulnerable customers.

What’s in it for you?

This is an attractive opportunity to work for a leading provider of retrofit projects across the UK. We are on a mission to make the UK’s housing stock more energy efficient and reduce our carbon emissions and we want passionate people to join us on our exciting journey. In addition to a competitive salary, holiday and other benefits, we offer flexible working and are progressive in our thinking to provide a positive work/life balance.

An Introduction to RetrofitWorks.

RetrofitWorks has taken a leadership position in the housing refurbishment sector to create a self-sustaining market to transform the poorly performing existing housing stock of the UK. The existing housing stock is responsible for a significant proportion of UK carbon dioxide emissions, increasing energy bills for occupants and in some cases the cause of ill health and discomfort, and we are changing that. 

RetrofitWorks is run for and by each local community, building on existing local supply chains and services, and ensuring more economic and social value – wealth, jobs, skills – is retained in the local area. It has achieved this with two groups of members that drive and deliver not just energy efficiency services but moving into deeper retrofits: 


Those providing high quality services and systems, or those seeking work, be they trades or professions.


Organisations representing the interests of groups of householders or tenants. They understand needs and want to develop the market for retrofit to help them.

It is this unique joint ownership that enables real change. FULL DETAILS AND APPLICATIONS HERE

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