Customer Care – Technical Lead in Manchester

Here at Russell WBHO, we have a solid pipeline of work into 2027/28 and have a portfolio of exciting projects, including: Heritage Refurbishment (Office/Commercial), Bolton: £12m+

An exciting opportunity has arisen to join our collaborative and professional team as a Customer Care – Technical Lead. This role would suit an individual with a background in Project Management, Design Management, or Fire Engineering who can demonstrate a proven track record within the construction industry.

The successful candidate will have experience in the following areas:

• Comprehensive knowledge of regulatory approvals, Building Regulations, and Building Safety Regulator (BSR) processes
• Investigating and resolving customer care matters raised across the business, working closely with the Customer Care Manager, including both base‑build and fire safety‑regulated issues
• Providing technical support and guidance to the Senior Leadership Team and Directors, including technical appraisals, reviews, and recommendations for resolution
• Preparing, reviewing and negotiating consultant and subcontractor appointments, as well as Design Responsibility Matrices, in collaboration with the company’s in‑house legal team
• Leading supply chain investigations alongside the Commercial Director, including subcontract procurement processes and specialist technical assessments
• Producing remedial works proposals and technical submission packs (or equivalent documentation) for client teams and/or the Building Safety Regulator
• Managing third‑party approvals, consents and statutory requirements
• Maintaining and developing strong client relationships through effective communication and service delivery
• Collaborating with supply chain partners to identify and implement optimal project delivery solutions

The ideal candidate will demonstrate:

• A commitment to promoting a positive Health, Safety, and Environmental culture, while providing visible leadership across the business
• Strong interpersonal and communication skills, with the ability to engage effectively with both internal and external project stakeholders
• Proven leadership capabilities, including the confidence to address challenges, solve complex problems, and motivate teams
• Excellent attention to detail while maintaining a strategic perspective and delivering against agreed timescales
• Extensive knowledge of construction techniques, methodologies, sequencing, and delivery processes
• A thorough understanding of current and historical Building Regulations and Fire Safety Regulations
• The ability to work both independently and collaboratively as part of a wider team
• Strong written and verbal presentation skills, with the ability to communicate technical information clearly and effectively
• A willingness to be based at Head Office, working closely with the Senior Leadership Team and Construction Director

At Russell WBHO, we are committed to promoting inclusivity, diversity, and equality in all that we do. We strive to create a rewarding work environment where everyone is treated fairly, valued for their unique contributions, and supported to reach their full potential. Our goal is to bring out the best in each individual and foster a workplace where all employees can thrive.