Customer Care – Technical Lead

Russells; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

Russells in Manchester is seeking a Customer Care – Technical Lead to join their team. Ideal candidates should have a background in Project Management, Design Management, or Fire Engineering with a proven track record within the construction industry.

This role involves overseeing customer care matters, providing technical guidance, and maintaining client relationships. The company emphasizes inclusivity, diversity, and equal opportunities, aiming to create a supportive environment for all employees.

Qualifications

• Experience in Project Management, Design Management, or Fire Engineering.
• Proven track record in the construction industry.
• Strong written and verbal presentation skills.

Responsibilities

• Oversee customer care matters and resolve issues.
• Provide technical guidance to leadership.
• Maintain strong client relationships.

Skills

Leadership capabilities

Communication skills

Health, Safety, and Environmental knowledge

Construction techniques and methodologies

Regulatory knowledge

Job description

Here at Russell WBHO, we have a solid pipeline of work into 2027/28 and have a portfolio of exciting projects, including:

• Heritage Refurbishment (Office/Commercial), Bolton: £12m+
• Senior Health & Safety Manager
• Health & Safety Advisor/Manager
• Technical Lead – Customer Care Department (either Project Manager, Design Manager or Fire Engineer background)
• Building Services Manager

An exciting opportunity has arisen to join our collaborative and professional team as a Customer Care – Technical Lead.

This role would suit an individual with a background in Project Management, Design Management, or Fire Engineering who can demonstrate a proven track record within the construction industry.

Key Responsibilities

The successful candidate will have experience in the following areas:

• Comprehensive knowledge of regulatory approvals, Building Regulations, and Building Safety Regulator (BSR) processes
• Investigating and resolving customer care matters raised across the business, working closely with the Customer Care Manager, including both base‑build and fire safety‑regulated issues
• Providing technical support and guidance to the Senior Leadership Team and Directors, including technical appraisals, reviews, and recommendations for resolution
• Preparing, reviewing and negotiating consultant and subcontractor appointments, as well as Design Responsibility Matrices, in collaboration with the company’s in‑house legal team
• Leading supply chain investigations alongside the Commercial Director, including subcontract procurement processes and specialist technical assessments
• Producing remedial works proposals and technical submission packs (or equivalent documentation) for client teams and/or the Building Safety Regulator
• Managing third‑party approvals, consents and statutory requirements
• Maintaining and developing strong client relationships through effective communication and service delivery
• Collaborating with supply chain partners to identify and implement optimal project delivery solutions

Key Skills and Attributes

The ideal candidate will demonstrate:

• A commitment to promoting a positive Health, Safety, and Environmental culture, while providing visible leadership across the business
• Strong interpersonal and communication skills, with the ability to engage effectively with both internal and external project stakeholders
• Proven leadership capabilities, including the confidence to address challenges, solve complex problems, and motivate teams
• Excellent attention to detail while maintaining a strategic perspective and delivering against agreed timescales
• Extensive knowledge of construction techniques, methodologies, sequencing, and delivery processes
• A thorough understanding of current and historical Building Regulations and Fire Safety Regulations
• The ability to work both independently and collaboratively as part of a wider team
• Strong written and verbal presentation skills, with the ability to communicate technical information clearly and effectively
• A willingness to be based at Head Office, working closely with the Senior Leadership Team and Construction Director

At Russell WBHO, we are committed to promoting inclusivity, diversity, and equality in all that we do. We strive to create a rewarding work environment where everyone is treated fairly, valued for their unique contributions, and supported to reach their full potential. Our goal is to bring out the best in each individual and foster a workplace where all employees can thrive.

Note for Recruitment Agencies: Russell WBHO encourages candidates to apply directly to us and we do not accept unsolicited CVs from agencies. CVs submitted in this manner will be considered a gift and no fee will be payable.

Candidates must hold the right to work in the UK.