Project Resident Liaison & Customer Service Lead

Lawtech Ltd; Milton Keynes; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Lawtech Ltd is seeking a dedicated Customer Service professional to support our cladding remediation projects across London and the Southeast. The role emphasizes maintaining positive relationships with residents, coordinating with subcontractors and client representatives, and upholding Lawtech’s service standards on site.

You will work closely with project teams to ensure timely responses, accurate documentation, and high-quality customer service, while adhering to health and safety policies

Qualifications

• Excellent written English is required.
• Experience with customer service, ideally resident liaison within construction or social housing.
• Ability to manage resident expectations.
• DBS check (standard).
• Competent with MS Excel, MS Word, and Outlook.

Responsibilities

• Work with Project Manager and Design & Quality teams.
• Set up and maintain customer service systems, site records, and communication plans.
• Draft responses and communications for residents and other parties.
• Mail merge letters to residents for surveys and installation dates; as directed by managers.
• Answer phone calls and arrange appointments; liaise with residents and determine requirements.
• Arrange site surveys and manage appointments with residents; comply with security requirements.
• Maintain records of issues and resolutions; report progress for meetings.
• Observe H&S rules and escalate unresolved issues to the Customer Service Manager.

Skills

Written English

Resident liaison

Resident expectations

DBS check

Tools

MS Excel

MS Word

Outlook

Project Probe

SharePoint

Job description

Lawtech Ltd is seeking a dedicated Customer Service professional to support our cladding remediation projects across London and the Southeast. The role emphasizes maintaining positive relationships with residents, coordinating with subcontractors and client representatives, and upholding Lawtech’s service standards on site.

You will work closely with project teams to ensure timely responses, accurate documentation, and high-quality customer service, while adhering to health and safety policies