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For Companies At a Glance
- Tasks: Build positive relationships with residents and ensure smooth project delivery.
- Company: Join Lawtech Group Ltd, a leader in cladding remediation with over 20 years of experience.
- Benefits: Gain valuable experience in customer service within the construction sector.
- Why this job: Make a real difference by enhancing resident experiences on impactful projects.
- Qualifications: Strong written English and customer service skills; construction experience is a plus.
- Other info: Entry-level position with opportunities for growth in a dynamic environment.
The predicted salary is between 36000 - 60000 £ 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.
Responsibilities
- Your Key Responsibilities Are: Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the Lawtech team.
- Work closely with Project and site management team to ensure 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 team to ensure resolution of issues raised and recommend changes, in line with Lawtech policies.
- Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
- 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 etc, as directed 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 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 to do so.
- Basic site administration including data entry of the in house ‘probe’ system for the below:
- 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 individuals who are 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 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.
- 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
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Resident Liaison Officer employer: Lawtech Group Ltd
Contact Detail:
Lawtech Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Network like a pro! Get out there and connect with people in the construction and customer service sectors. Attend industry events, join relevant online groups, and don’t be shy about reaching out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your pitch! When you get the chance to chat with potential employers or contacts, make sure you can clearly explain why you’d be a great fit for the Resident Liaison Officer role. Highlight your customer service skills and experience in managing resident expectations.
✨Tip Number 3
Show off your problem-solving skills! In interviews or networking situations, share examples of how you've successfully resolved issues in the past. This will demonstrate your ability to handle challenges and maintain positive relationships, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got all the latest job listings, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in being part of the Lawtech team!
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Show Off Your Communication Skills: As a Resident Liaison Officer, communication is key! Make sure your written application highlights your ability to communicate effectively. Use clear and concise language, and don’t shy away from showcasing any relevant experience in customer service or resident liaison.
Tailor Your Application: We love it when applicants take the time to tailor their applications to us. Make sure you read through the job description carefully and align your skills and experiences with what we’re looking for. This shows us that you’re genuinely interested in the role!
Be Professional Yet Approachable: While we want to see your personality shine through, remember to keep it professional. Use a friendly tone in your writing, but avoid slang or overly casual language. We’re looking for someone who can build positive relationships, so let that come across in your application!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do at Lawtech Group Ltd.
How to prepare for a job interview at Lawtech Group Ltd
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with Lawtech Group Ltd's projects and their approach to customer service. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since communication is key in this role, prepare examples of how you've successfully managed relationships in previous positions. Think about times when you resolved issues or improved customer satisfaction. Be ready to discuss these experiences during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. For instance, how would you handle a resident's complaint about construction noise? Practising your responses to these types of questions can help you articulate your thought process clearly.
✨Demonstrate Your Tech Savviness
As the role requires proficiency in MS Excel, Word, and project management tools, be prepared to discuss your experience with these applications. If possible, bring examples of how you've used technology to enhance customer service or streamline processes in past roles.
