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- Tasks: Support the Customer Service Manager and lead a dynamic team in delivering exceptional customer service.
- Company: Join Lawtech, a leading contractor in cladding remediation with over 20 years of experience.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a company pension.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer care and team management, ideally in social housing or construction.
- Other info: Opportunity for career growth in a supportive and engaging work environment.
The predicted salary is between 30000 - 40000 £ per year.
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.
Key Responsibilities
- Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
- Assist the 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.
- Liaise 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 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 in 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.
What to expect from us!
- 33 days’ holiday inclusive of bank holidays
- Company Pension
- Private Medical Insurance
- Life Assurance Scheme
- Employee Assistance Programme
- Paid travel
- Cycle to Work Scheme
- Social Events
Assistant Customer Service Manager in Nottingham 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 in Nottingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Lawtech on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team management. We recommend role-playing with a friend to get comfortable with your responses and show off your skills.
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've handled complaints or improved customer satisfaction in past roles. This will demonstrate your fit for the Assistant Customer Service Manager position.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Assistant Customer Service Manager in Nottingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to 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 match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our team. Be sure to mention any relevant experience and how you can help us improve our customer service.
Showcase Your Communication Skills: Since communication is key for us, make sure your application reflects your ability to communicate effectively. Use clear and concise language, and don’t forget to proofread for any typos or errors. We love attention to detail!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, you’ll get to see more about what we do and our company culture!
How to prepare for a job interview at Lawtech Group Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Lawtech. 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 examples from your past experiences where you've successfully resolved disputes or improved customer satisfaction. Be ready to discuss how you can motivate and support the team.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as dealing with a difficult customer or managing a team member's performance. Think through potential scenarios related to the construction sector and customer service, and outline your approach to resolving these issues.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. Inquire about the team's current challenges, how success is measured in the role, or what opportunities there are for professional development. This shows you're engaged and thinking about how you can contribute to the company.