Resident Liaison Officer

Overview

Liaise between residents, contractors and the team to ensure smooth project delivery.

Key Responsibilities

• customer service
• survey management
• data entry
• issue resolution
• system maintenance
• stakeholder liaison

Tasks

-Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the Lawtech team. -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 -Observe all H&S rules and ensure resolution of service issues comply with all such rules. -Draft responses and communication for residents and other parties -Liaise with individual residents and establish individual requirements. -Arrange site surveys as required to each property within the project. -Answering of phone calls and making any necessary appointments. -Work closely with the Project Manager and Design & Quality teams. -Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service -Maintain Lawtech customer service processes and systems as relevant for the site and residents. -Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach. -Manage surveys and work appointments with residents and comply with local key-holding and security requirements. -Basic site administration including data entry of the in house probe system for the below: -Right to Work Checks Checking of right to work for subcontractors -Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate. -Set up and maintain Lawtech customer service systems, site records and local documentation and communication plans. -Delivery receipts Once a week update deliveries on probe and ensure -Maintain ID system for operatives - following procedure already started -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. -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. -Escalate unresolved issues to CSM, when appropriate to do so. -Maintain Lawtechs record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings. -Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly. -Update and close out alerts Manage alerts on probe by reviewing

Requirements

• written english
• ms excel
• ms word
• customer service
• project probe
• sharepoint

What You Bring

-Excellent written English. -Competent MS Excel, MS Word, Microsoft Outlook email and calendars. -Experience with customer service, ideally resident liaison experience within construction/social housing sector. -Ability to manage resident expectations. -DBC check (standard). -Competent use of Project Probe and SharePoint

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About Lawtech Group Ltd

-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.

Sector Specialisms

Security Clearance

-dbc check (standard) -right to work checks for subcontractors