Resident Relations Coordinator

Lawtech Group Ltd; Staines-upon-Thames; On-site; GBP 21,000 - 28,000; Full time

Job summary

Lawtech Group Ltd is seeking a Customer Service Coordinator to support cladding remediation projects in London and the Southeast. You will liaise with residents, subcontractors and client representatives to ensure high-quality service and timely issue resolution.

You'll set up and maintain customer service systems, draft communications, manage site surveys and appointments, and report progress at weekly and monthly meetings.

Qualifications

• Excellent written English, clear and professional communication.
• Experience coordinating with residents in construction or social housing.
• Ability to manage residents' expectations and deliver service quality.
• DBS check (standard) or equivalent background check.

Responsibilities

• Facilitate smooth project operations by building relationships among residents, subcontractors, client reps and Lawtech team.
• Collaborate with Project and site management to maintain high customer service standards and resolve issues.
• Maintain relationships with client reps to ensure consistent information and approach.
• Maintain Lawtech customer service processes and site-specific documentation.
• Respond to resident issues and coordinate timely resolutions with the project team.
• Provide outstanding and closed service issues to the Assistant Customer Service Managers monthly.
• Set up and maintain customer service systems, site records and communication plans.
• Draft communications for residents and other parties; mail merge for surveys and dates as directed.
• Handle phone calls, book appointments, and liaise with residents to establish requirements.
• Arrange site surveys and manage appointments; ensure security and right-to-work checks are completed.
• Maintain probes, update deliveries and stock takes, and monitor alerts weekly.
• Observe H&S rules and escalate unresolved issues to CSM when needed.
• Perform other admin duties as directed by CSM; collect resident feedback for service improvement.

Skills

Excellent written English

Resident liaison experience

Customer service

Right to Work checks

Tools

MS Excel

MS Word

Microsoft Outlook

Project Probe

SharePoint

Job description

Lawtech Group Ltd is seeking a Customer Service Coordinator to support cladding remediation projects in London and the Southeast. You will liaise with residents, subcontractors and client representatives to ensure high-quality service and timely issue resolution.

You'll set up and maintain customer service systems, draft communications, manage site surveys and appointments, and report progress at weekly and monthly meetings.