Resident Liaison Officer

Role Overview

Founded over 20 years, Lawtech have become a leading principal contractor specialisingin cladding remediation.

We deliver high-quality, compliant, multi-million-pound claddingrepatriations & regeneration contracts throughout London and the wider Southeast.

Lawtech believe that communication is key in delivery of a successful project, and as suchour 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 positiverelationships between the residents, sub-contractors, client representatives andthe Lawtech team.
• Work closely with Project and site management team to ensure quality of customerservice is maintained to a high level, including resolution of issues raised.
• Maintain working relationships with client representatives to reduce duplication andensure consistency of information and approach.
• Maintain Lawtech customer service processes and systems as relevant for the siteand residents.
• Respond to all resident issues, working closely with project and site managementteam to ensure resolution of issues raised to ensure prompt resolution andrecommend 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 localdocumentation 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, asdirected 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 progressas required for weekly, fortnightly, and monthly meetings.
• Work with site and project management to identify and resolve issues and makerecommendations for changes where appropriate.
• Observe all H&S rules and ensure resolution of service issues comply with all suchrules.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Basic site administration including data entry of the in house ‘probe’ system for thebelow:
• 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
• 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 withinconstruction/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 Share Point
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