Resident Liaison Officer

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.

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

• 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