Resident Liaison Officer

Role Overview

Founded over 20 years, Lawtech has become a leading principal contractor specialising in cladding remediation. We deliver high‑quality, compliant, multi‑million‑pound cladding repatriations and 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

• Facilitate the smooth running of projects by building and maintaining positive relationships between residents, sub‑contractors, client representatives and the Lawtech team.
• Work closely with Project and site management teams to ensure the quality of customer service is maintained to a high level, including resolution of issues raised.
• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
• Maintain Lawtech customer service processes and systems as relevant for the site and residents.
• Respond to all resident issues, working closely with project and site management teams to ensure resolution and recommend changes in line with Lawtech policies.
• Provide outstanding and closed Customer Service issues to the Assistant Customer 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 local documentation 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 as directed by the Customer Service Manager/ Assistant Customer Service Manager.
• Answer phone calls and make 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 Lawtechs record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.
• Escalate unresolved issues to CSM when appropriate.
• Basic site administration including data entry of the in‑house probe system for the following:
  • Delivery receipts: update deliveries on probe and ensure hard copies are sent/collected for the attention of the 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 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 individuals who are down to provide this.
  • Right to Work checks: check 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 the 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 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.