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For Companies At a Glance
- Tasks: Support the Customer Service Manager and lead a dynamic team to enhance customer satisfaction.
- Company: Join Lawtech, a leading contractor in cladding remediation with over 20 years of experience.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in customer service while working on impactful projects across the Southeast.
- Qualifications: Experience in customer care and team management, ideally in social housing or construction.
- Other info: Opportunity for growth in a collaborative team with occasional travel to various sites.
The predicted salary is between 30000 - 42000 £ per year.
Role Overview
Founded over 20 years, Lawtech have become a leading principal contractor specialising in cladding remediation. We deliver high-quality, compliant, multi-million-pound cladding repatriations & regeneration contracts throughout London and the wider Southeast. Lawtech believe that communication is key in delivery of a successful project, and as such our Customer Service Team are a valuable asset to our delivery team and the company.
Your key responsibilities as an Assistant Customer Service Manager
- Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
- Assist Customer Service Manager to manage, provide support and motivation to our Senior RLO’s and RLO’s, ensuring that assigned tasks are completed in an orderly and effective manner.
- Liaising with Project Managers to ensure identification, management and resolution of all customer issues.
- Provision of outstanding and closed Customer Service issues to the Customer Service Manager monthly.
- The role is based in Southampton, but will require occasional travel to other sites in Portsmouth, Bournemouth and Bristol.
Role Responsibilities
- Assist Customer Service Manager in hiring staff in their department.
- Assist with the monitoring performance of Senior RLO’s and RLOs
- Assist Customer Service Manager with Senior RLO’s and RLO’s probation reviews and annual PDR’s.
- Assist to address grievances made by the Customer Service team.
- Attend sites to assist Senior RLO’s and RLO, as well as delivery team ensuring all the members of the team are well-versed with the principles of customer service and provide training as required.
- Provide updates to Customer Service Manager regarding site visits and any actions issued to individuals or the Customer Service team.
- Develop working relationships with our client and resident representatives to reduce duplication and ensure consistency of information and approach around management of all customer service and delivery issues.
- Work closely with Project and Contracts Managers to ensure project, client and customer issues are managed together and resolved in a timely fashion considering our complaints processes and procedures.
- Support Senior RLO’s and RLO’s to close out complaints at stage 1, escalating resident issues to Customer Service Manager as required.
- Assist with management of in-house Customer Service system including site record templates, local documentation, and communication plans.
- Deliver/support the delivery of customer service presentations to residents prior to and during projects.
- Provide information to assist Customer Service Manager with monthly reports as required.
- Provide suggestions to the manager n improving customer service.
- Review draft communication, amend/approve prior to its issue to our client for their acceptance.
- Monitor and regularly check documentation on site for Right to Work, ensuring that everything is in order. Any issues should be raised with Project Manager to address and highlighted to Customer Service Manager for escalation as required.
- Monitor and analyse KPIs on sites, ensuring that lessons learned process is followed.
- In the absence of the Customer Service Manager provide Customer Service report for discussion during monthly board meetings.
Competencies
- NVQ Customer Care Level 3 or equivalent experience gained through work experience.
- Experienced in managing a team, ideally within social housing / construction sector.
- Excellent customer handling skills and managing resident expectations.
- Ability to resolve disputes.
- Presentation skills.
- DBS check (standard).
- Experience in managing a team is beneficial
- Dealing with customers/resident\’s face to face
- Able to motivate and lead by example
- Confident dealing with complaints and following processes and procedures
- Must be able to commute to Portsmouth, Southampton, Bournemouth, Bristol due to the nature of the role.
- Construction experience required
General IT
- Advanced user MS Excel.
- Competent user MS Word, MS PowerPoint, Microsoft Outlook email and calendars.
- Competent user of in-house software including probe and SharePoint
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Assistant Customer Service Manager employer: Lawtech Group Ltd
Contact Detail:
Lawtech Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its projects. Understand their values and how they approach customer service. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your communication skills! Since this role is all about liaising with clients and managing teams, being able to articulate your thoughts clearly is crucial. Try mock interviews with friends or family to build your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining the team at Lawtech.
We think you need these skills to ace Assistant Customer Service Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Assistant Customer Service Manager role. Highlight your experience in customer service and team management, especially in the construction or social housing sectors. We want to see how your skills align with our needs!
Showcase Your Communication Skills: Since communication is key for us at Lawtech, emphasise your ability to liaise effectively with different teams and clients. Share examples of how you've resolved disputes or improved customer satisfaction in your previous roles.
Be Specific About Your Experience: When detailing your work history, be specific about your responsibilities and achievements. Use metrics where possible to demonstrate your impact, like how you improved KPIs or successfully managed a team.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves. Plus, it’s the easiest way to keep track of your application status!
How to prepare for a job interview at Lawtech Group Ltd
✨Know the Company Inside Out
Before your interview, make sure you research Lawtech thoroughly. Understand their projects, values, and what makes them a leader in cladding remediation. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As an Assistant Customer Service Manager, you'll need to demonstrate your ability to handle customer issues and manage a team. Prepare specific examples from your past experiences where you've successfully resolved disputes or improved customer satisfaction. This will highlight your relevant skills.
✨Prepare for Team Management Questions
Expect questions about how you would support and motivate Senior RLOs and RLOs. Think about your leadership style and be ready to discuss how you would address grievances and conduct performance reviews. This will show that you're prepared to step into the role effectively.
✨Be Ready to Discuss KPIs and Reporting
Since monitoring KPIs is part of the job, brush up on how you would analyse and report on customer service metrics. Be prepared to discuss how you would use this data to improve service delivery and ensure compliance with processes. This will demonstrate your analytical skills and attention to detail.
