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 remediation and regeneration contracts throughout London and the wider Southeast.

Lawtech believes that communication is key in the delivery of a successful project, and as such the Customer Service Team is a valuable asset to our delivery team and the company.

• 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 the project and site management team to ensure a high level of customer service, 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 to ensure timely resolution and recommend changes in line with Lawtech policies.
• Provide outstanding and closed Customer Service issues to the Assistant Customer Service Manager on a monthly basis.

• 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, as directed by the Customer Service Manager / Assistant Customer Service Manager.
• Answer phone calls and make any necessary appointments.
• Liaise with individual residents and establish individual requirements.
• Arrange site surveys as required for each property within the project.
• Manage surveys and work appointments with residents, complying 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 complies with all such rules.
• Escalate unresolved issues to CSM when appropriate.
• Basic site administration including data entry of the in‑house ‘probe’ system.

• Delivery receipts – once a week update deliveries on probe and ensure hard copies are sent/collected for the Accounts Team.
• Site stock takes – every Thursday stock takes are undertaken by the Site Manager; information is updated and sent to head office once a week following the stock take.
• Update and close out alerts – manage alerts on probe by reviewing every three days and chasing for response from individuals.
• Right to Work checks – check right to work for subcontractors, including taking copies of passports or checking settlement status on the government website.
• Maintain m for operatives – following the procedure already started by the Site Manager.
• Perform any other administrative duties as directed by CSM.
• Obtain satisfaction surveys for all residents, collate responses, and work with project staff to use feedback to improve our service.

• 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 in MS Excel, MS Word, Microsoft Outlook email and calendars.
• Competent use of Project Probe and SharePoint.