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- Tasks: Build positive relationships with residents and ensure smooth project delivery.
- Company: Join Lawtech, a leading contractor 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 communication skills and customer service experience are essential.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ 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.
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 to ensure prompt resolution and recommend changes, in line with Lawtech policies.
- Provision of 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 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.
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.
Resident Liaison Officer employer: Lawtech Group
Contact Detail:
Lawtech Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Get to know the company inside out! Research Lawtech's projects and values so you can chat confidently about how you fit into their mission. This shows you're genuinely interested and ready to contribute.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for your interview. It’s a great way to get insider info and make a good impression.
✨Tip Number 3
Practice your communication skills! As a Resident Liaison Officer, you'll need to handle various stakeholders. Role-play common scenarios with a friend to boost your confidence in resolving issues and managing expectations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Lawtech team. Don’t miss out on this opportunity!
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about building relationships, make sure your written application highlights your communication skills. Use clear and concise language to demonstrate how you can effectively liaise with residents and other stakeholders.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and skills mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the role.
Highlight Relevant Experience: If you've got experience in customer service or resident liaison, make it shine! Share specific examples of how you've successfully managed resident expectations or resolved issues in the past. We love seeing real-life applications of your skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Lawtech Group
✨Know Your Stuff
Before the interview, make sure you understand Lawtech's role in cladding remediation and their commitment to customer service. Familiarise yourself with their projects and values, as this will help you demonstrate your genuine interest in the company and the Resident Liaison Officer position.
✨Showcase Your Communication Skills
As a Resident Liaison Officer, communication is key. Prepare examples of how you've successfully managed relationships in previous roles, especially in customer service or construction. Be ready to discuss how you would handle difficult situations with residents and ensure their concerns are addressed promptly.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges you might face in this role, such as managing resident expectations or resolving conflicts. Practise articulating your thought process and how you would approach these situations.
✨Demonstrate Your Organisational Skills
The role involves maintaining records and managing multiple tasks. Bring examples of how you've effectively organised information or managed projects in the past. Highlight your proficiency with tools like MS Excel and Project Probe, as these will be crucial for the job.
