Customer Liaison Officer

Lusona Consultancy (Financial) Limited; Cumbernauld; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A growing residential developer is seeking a Residential Customer Care Administrator to assist in delivering quality service for new-build homes. The role requires strong organisational abilities, proficiency in Excel and Word, and effective customer engagement skills. Remote and hybrid working options are available, alongside a competitive salary and supportive onboarding. This position plays a crucial role in ensuring customer satisfaction and operational efficiency across various project phases.

Benefits

Competitive salary

Flexible working

Company laptop and phone

Supportive onboarding

Qualifications

• Organised, positive and forward-thinking individual.
• Ability to work independently and adapt to priorities.
• Experience in a fast-paced administrative environment is beneficial.

Responsibilities

• Manage road permit applications and documentation.
• Coordinate energy supplier setups and site registrations.
• Provide post-handover customer support and follow up on issues.
• Create cost sheets and monitor build quality.

Skills

Strong Excel skills

Strong Word skills

Organisational skills

Customer engagement

Job description

Job Title: Residential Customer Care Administrator

Job Type: Permanent

Job Location: Lanarkshire / Hybrid / Home working

Job Benefits: Competitive Salary | Flexible Working | Laptop & Phone Provided

A growing residential developer is seeking an organised and proactive Customer Care Project Administrator to support the smooth delivery of approximately 30 new‑build homes per year. This is an excellent opportunity for an individual who thrives in a varied role, enjoys problem‑solving, and is confident working across multiple stakeholders including site teams, sales teams, customers and external authorities.

The role offers genuine flexibility, strong support during onboarding, and the chance to shape and improve internal processes as the business continues to expand.

Your New Role

General Administration

• Managing road permit applications and documentation
• Submitting vesting applications
• Uploading certificates and compliance documents to external council and utility portals
• Maintaining up‑to‑date drawings via Dropbox/SharePoint
• Ensuring all project files are current and organised

Once familiar with each portal, these processes follow consistent, repeatable workflows.

Diary & Compliance Management

• Site and vehicle insurance renewals
• HSE documentation
• Vehicle and plant maintenance records
• Safety compliance logs

Programming & Site Setup

• Register sites with BT and utility providers
• Arrange new postcodes and address registrations
• Set up energy suppliers
• Liaise with local councils on waste collection, bin requirements and other site services

Pre‑Handover Coordination

• Confirming completion dates, specifications and customer expectations
• Issuing documents to solicitors and monitoring progress
• Circulating handover packs and updating internal systems
• Collating and uploading completion certificates

Post‑Handover Customer Support

• Transferring energy accounts for new homeowners
• Engaging directly with customers and liaising with site teams
• Logging and following up snagging items with relevant trades or suppliers
• Ensuring a seamless customer care experience

Project & Cost Support

• Creating and maintaining cost sheets for materials and build elements
• Preparing snagging reports to help monitor quality
• Reviewing supplier performance and identifying opportunities for improvement
• Supporting initiatives to enhance customer care and reduce company costs

What You’ll Need to Succeed

This role is ideal for an organised, positive and forward‑thinking individual who can work independently and adapt to changing priorities. Strong Excel and Word skills are essential, along with the confidence to engage with customers, councils, and internal teams.

Experience within construction, utilities, housing or a fast‑paced administrative environment is beneficial, but not essential — full support is available, including hands‑on guidance through handover processes.

What You’ll Get in Return

• Competitive salary
• Flexible working
• Company laptop and phone
• Supportive onboarding with ongoing guidance

You’ll be joining a business where your contribution genuinely impacts the customer journey and overall project success.

Please apply with your CV or reach out for further information.