At a Glance
- Tasks: Build strong 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.
- Other info: Dynamic role with opportunities for growth in a supportive team environment.
- Why this job: Make a real difference by enhancing resident experiences on major projects.
- Qualifications: Strong communication skills and customer service experience preferred.
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.
Additional Responsibilities
- 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.
Resident Liaison Officer employer: Lawtech Group
As a leading principal contractor with over 20 years of experience, we pride ourselves on fostering a supportive and dynamic work environment for our Site Labourers in Basingstoke. Our commitment to employee growth is evident through ongoing training opportunities and a strong focus on health and safety, ensuring that our team members can thrive while contributing to high-quality projects across the Southeast. Join us to be part of a dedicated team that values hard work, collaboration, and the chance to make a meaningful impact in the construction industry.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Networking is key! 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 current or former employees at Lawtech. You never know who might have a lead or insider info!
✨Tip Number 2
Practice your communication skills! As a Resident Liaison Officer, you’ll need to build relationships and resolve issues effectively. Role-play scenarios with friends or family to get comfortable with handling tricky conversations and showcasing your problem-solving abilities.
✨Tip Number 3
Showcase your experience! When you get the chance to chat with potential employers, highlight your past roles in customer service and any relevant experience in construction or social housing. Use specific examples to demonstrate how you’ve successfully managed resident expectations and resolved issues.
✨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 genuinely interested in joining the Lawtech team. So, get your application in and let’s make it happen!
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.
Keep It Professional Yet Personal:While we want to see your personality, remember to keep your application professional. Use a friendly tone but avoid slang or overly casual language. And don’t forget to apply through our website for the best chance of getting noticed!
How to prepare for a job interview at Lawtech Group
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with Lawtech'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 specific situations where you resolved issues or improved customer satisfaction, and be ready to discuss these during the interview.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations, such as dealing with a frustrated resident or coordinating with subcontractors. Practise your responses to these scenarios, focusing on your problem-solving skills and ability to maintain professionalism under pressure.
✨Demonstrate Your Organisational Skills
As a Resident Liaison Officer, you'll need to manage multiple tasks and keep track of various communications. Be prepared to discuss how you stay organised, whether through tools like MS Excel or your own methods. Highlight any experience you have with project management systems like Project Probe or SharePoint.
