Resident Liaison Officer

Lawtech Group; Staines-upon-Thames; On-site; GBP 24,000 - 32,000; Full time

Job summary

Lawtech is seeking a Customer Service Administrator to support site delivery teams on cladding remediation projects across London and the Southeast. You will help maintain positive relationships with residents, coordinate with subcontractors and client representatives, and ensure high standards of customer service.

You will set up and maintain customer service systems, draft communications, perform data entry in Project Probe and SharePoint, and support site management with surveys, appointments

Qualifications

• Excellent written English.
• Experience with customer service, ideally resident liaison experience withinconstruction/social housing sector.
• Ability to manage resident expectations.
• DBC check (standard).

Responsibilities

• Coordinate with residents, subcontractors and client teams to maintain positive relationships.
• Set up and maintain customer service systems and site documentation.
• Draft communications for residents and other parties.
• Answer calls, arrange surveys and site appointments.
• Log issues and ensure timely resolution with project management.
• Ensure compliance with health and safety rules.

Skills

Customer service

Resident liaison

MS Excel

MS Word

MS Outlook

Project Probe

SharePoint

DBC check

Written English

Tools

Excel

Word

Outlook

Project Probe

SharePoint

Job description

Role Overview:

Founded over 20 years, Lawtech have become a leading principal contractor specialisingin cladding remediation. We deliver high-quality, compliant, multi-million-pound claddingrepatriations & regeneration contracts throughout London and the wider Southeast.

Lawtech believe that communication is key in delivery of a successful project, and as suchour Customer Service Team are a valuable asset to our delivery team and the company.

Your key responsibilities are:

• Facilitate the smooth running of projects by building and maintaining positiverelationships between the residents, sub-contractors, client representatives andthe Lawtech team.
• Work closely with Project and site management team to ensure quality of customerservice is maintained to a high level, including resolution of issues raised.
• Maintain working relationships with client representatives to reduce duplication andensure consistency of information and approach.
• Maintain Lawtech customer service processes and systems as relevant for the siteand residents.
• Respond to all resident issues, working closely with project and site managementteam to ensure resolution of issues raised to ensure prompt resolution andrecommend changes, in line with Lawtech policies.
• Provision of outstanding and closed Customer Service issues to the AssistantCustomer Service Managers monthly.

Role Responsibilities:

• Work closely with the Project Manager and Design & Quality teams.
• Set up and maintain Lawtech customer service systems, site records and localdocumentation and communication plans.
• Draft responses and communication for residents and other parties
• Mail merge letters to be sent to residents for surveys and installation dates etc, asdirected by the Customer Service Manager/ Assistant Customer Service Manager
• 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 progressas required for weekly, fortnightly, and monthly meetings.
• Work with site and project management to identify and resolve issues and makerecommendations for changes where appropriate.
• Observe all H&S rules and ensure resolution of service issues comply with all suchrules.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Basic site administration including data entry of the in house ‘probe’ system for thebelow:

• Delivery receipts – Once a week update deliveries on probe and ensure hard copies are sent/collected for the attention of Accounts Team
• Site stock takes – Every Thursday stock takes are undertaken by the Site Manager. Information needs to be updated and sent to head office by you once a week following this stock take.
• Update and close out alerts – Manage alerts on probe by reviewing every three days, chasing for response from individual who is down to provide this.
• Right to Work Checks – Checking of right to work for subcontractors including taking copies of passport or checking settlement status on the government website.
• Maintain ID system for operatives - following procedure already started by Site Manager
• To perform any other administrative duties as directed by CSM.
• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service

Skills and Qualifications

• Excellent written English.
• Experience with customer service, ideally resident liaison experience withinconstruction/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