Resident Experience & Service Liaison Lead

Lawtech Group; Milton Keynes; On-site; GBP 21,000 - 28,000; Full time

Job summary

Lawtech Group in Milton Keynes is seeking a Customer Service Administrator to support residents and project teams on cladding remediation sites. You will set up and maintain customer service systems, draft communications, answer calls, and arrange site surveys while maintaining site records and ensuring safety standards.

Role requires strong written English, experience in customer service or resident liaison, and ability to manage resident expectations.

Qualifications

• Excellent written English.
• Experience with customer service, ideally resident liaison experience within construction/social housing sector.
• Ability to manage resident expectations.
• DBC check (standard).
• Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
• Competent use of Project Probe and SharePoint

Responsibilities

• Set up and maintain Lawtech customer service systems, site records and local documentation and communication plans.
• Draft responses and communication for residents and other parties.
• Answering of phone calls and making any necessary appointments.
• Liaise with individual residents and establish individual requirements.
• Arrange site surveys as required to each property within the project.
• Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
• Maintain Lawtech’s record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service

Skills

Excellent written English

Customer service experience

Resident liaison experience

DBC check (standard)

MS Excel

MS Word

MS Outlook

Project Probe

SharePoint

Tools

MS Excel

MS Word

MS Outlook

Project Probe

SharePoint

Job description

Lawtech Group in Milton Keynes is seeking a Customer Service Administrator to support residents and project teams on cladding remediation sites. You will set up and maintain customer service systems, draft communications, answer calls, and arrange site surveys while maintaining site records and ensuring safety standards.

Role requires strong written English, experience in customer service or resident liaison, and ability to manage resident expectations.