Resident Liaison Officer
Lawtech Group Ltd
Liaise with residents and stakeholders, handling issues and admin for cladding projects.
21 days ago ago
Junior (1-3 years)
Full Time
Leicester, England, United Kingdom
Hybrid
Company Size
194 Employees
Service Specialisms
Technology Services
Consulting
Project Management
Digital Transformation
Legal Technology Solutions
Cloud Services
Sector Specialisms
Cladding Remediation
Cladding Systems Design
Cladding Replacement Works
Planned Maintenance
Major Works
Repairs & Maintenance
Facades
Social Housing
Role
What you would be doing
system maintenance
data entry
issue reporting
survey management
alert management
resident liaison
- Answering of phone calls and making any necessary appointments.
- Maintain Lawtech customer service processes and systems as relevant for the site and residents.
- Right to Work Checks Checking of right to work for subcontractors
- Maintain ID system for operatives - following procedure already started
- Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
- 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
- Liaise with individual residents and establish individual requirements.
- Work closely with the Project Manager and Design & Quality teams.
- Basic site administration including data entry of the in house probe system for the below:
- Maintain Lawtechs record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
- Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service
- Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
- Escalate unresolved issues to CSM, when appropriate to do so.
- 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.
- Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
- Delivery receipts Once a week update deliveries on probe and ensure
- Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
- Update and close out alerts Manage alerts on probe by reviewing
- 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
- Observe all H&S rules and ensure resolution of service issues comply with all such rules.
- Arrange site surveys as required to each property within the project.
- 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.
- Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the Lawtech team.
What you bring
ms excel
outlook
project probe
sharepoint
customer service
resident liaison
- Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
- Competent use of Project Probe and SharePoint
- Ability to manage resident expectations.
- Experience with customer service, ideally resident liaison experience within construction/social housing sector.
- DBC check (standard).
- Excellent written English.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- dbc check (standard).
- right to work checks for subcontractors, including passport verification.
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Company
Overview
69th Ranked
The Sunday Times Virgin Fast Track 100
Reflecting rapid sales growth in 2013.
£300k - £20M
Contract Values
Handling bespoke projects from low‑rise to high‑rise.
$62M Revenue
Estimated Annual
Underscoring its financial scale and growth potential.
- Evolved from a façade contractor to a full principal contractor.
- Self‑delivers specialist cladding systems — rainscreen, EWI, terracotta, fibre cement, and structural repairs.
- Bespoke projects from low‑rise to high‑rise, with contract values ranging from £300k to £20 million.
- Clients include councils, housing associations, NHS Trusts, Barratt, Royal London, and Crest Nicholson.
- Safety: Providing safe environments to communities
- Innovation: Implementing innovative solutions for better practices
- Passion: Loving what we do and showcasing it through our work
- Equality: Ensure all stakeholders are treated fairly
- Responsibility: Striving to deliver the best
Net Zero by 2030
Carbon Neutrality Goal
Aims to achieve net zero carbon emissions by 2030.
98% Recycling Rate
Waste Reduction Target
Aiming for a 98% recycling rate across all projects through tailored waste management plans.
- ISO 14001-accredited Environmental Management System implemented on every project
- Carbon Reduction Plan tracking Scope 1, 2 and 3 emissions with set reduction targets
- Zero skips of EPS insulation to landfill at North London site—compacted to 1/50 size and reused
- No publicly available strategic goals or data found
- No gender-related statistics disclosed
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