Job Roles
Summary
The table below lays out the various key delivery roles and their basic purpose. As relevant reference is made back to the customer journey above; and the Appendix number provided for the more detailed info including role description, qualifications and accreditations required can be found.
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Role
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Description | Service provided | |
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Home Owner (HO) |
Person engaging with a LEAD partner to explore retrofit journey for their property |
• Provide information about their property both pre-visit (e.g. over phone or by email) and during visit • Give access to their property for a home visit that will typically last 1 to 1.5 hours |
need to distinguish HO from householder, customer, client, occupier (e.g. tenants) etc... and be consistant throughout |
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Retrofit Advisor (RAd) |
Person providing retrofit advice to clients and householders during LEAD home visits |
• Initial contact with HO including pre-visit telephone call • Meeting with the HO in the first instance during the LEAD home visit • Produce a post-visit report with recommendations including grants • Educating and informing HOs in what they can expect from other retrofit professionals and the type of measures that could be appropriate • Assisting HO’s in evaluating which measures may or may not be suitable for their home use, lifestyle, budget or physical dwelling • Offer Whole House Plan service to able-to pay clients |
include example of pre-visit questionnaire? (from CoC document or other? |
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Optionally...
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Retrofit Assessor (RAs) |
Person completing the whole house plan |
• Carry out extensive Retrofit Assessment of property • Produce Whole House Plan • Discuss and explain WHP with client |
include example of retrofit assessment questionnaire? |
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Additional service.... (PHASE 2) |
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Retrofit Coordinator (RC) |
Person with overall responsibility for assisting client to having actual measures installed by Retrofit Installers |
• Set client expectations as to what can be achieved (working with our Retrofit Advisor) • Assist client decision-making • Ensure clients take an appropriate direction through their Retrofit Project in terms of scale, costs, other priorities, etc. • The role covers three main areas: - Advice and Co-ordination, - Procurement advice - Quality Assurance |
delete highlights? |
| Retrofit Installer | Person or organisation undertaking the physical placement of an energy efficiency measure in an existing building |
• Agree prices for works to be complete in the form a quote • Form works agreement with customer • Comply with LEAD policies while works are completed Provide all required documents to cover as listed within Appendix 8.7. |
Must comply with PAS2030 (2019 requirements) |
Add PAS2035 definitions of above roles for more details?
Additional information pertaining to Retrofit Advisor role
As the role of the Retrofit Advisor is key in the successful delivery of LEAD visits and Retrofit Advice Visits in general, further information aimed at defining the ideal profile of a Retrofit Advisor is laid out below. As a result some of these criteria may be extend beyond existing PAS2035 requirement.
| Essentials | Desirables |
Useful
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Qualifications At least one of the following: • City and Guilds Energy Awareness and Advice • Populate as required
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Qualifications • Qualification in sustainable and low-energy building • Energy Efficiency for Older and Traditional Buildings Level 3 award |
Qualifications • Continuous Professional Development (CPD) |
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Skills and Experience - • Experience of providing energy efficiency advice to householder clients • Knowledge/experience of construction industry, preferably eco/green building • Has experience of client/account management |
Skills and Experience • An understanding of behavioural dynamics and issues relating to home energy and retrofit • Knowledge of retrofit improvement techniques and measures • Can demonstrate clarity in the use of written communications i.e. email, letters, texts • Can demonstrate experience of creating good quality written content |
Skills and Experience • Experience of using CRM systems or equivalent
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Person Specification • Excellent people skills, intuitive and empathetic • Ability to communicate complex technical concepts in a straightforward manner • Able to manage client expectations at an early stage • Able to work independently
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Person Specification • Ability to communicate sensitively, and resolve conflict where necessary • Understanding of when to seek clarification from other colleagues or experts • An excellent, solution focussed problem solver • Comfortable taking part in knowledge exchange and group learning exercises • Can critically reflect on projects and participate openly and honestly in project debriefs • Open to constructive criticism from colleagues, clear and timely communicator |
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