Resident Liaison Officer

2 weeks ago

Maidstone, United Kingdom Lawtech Group Full time

Job Title: Resident Liaison Officer

Reporting To: Customer Services Manager

**Overall purpose of role**

To:

- 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.

**Responsibilities**
- 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 / residents.
- Liaise with site team and Project Manager to ensure the smooth running of the project
- Basic site administration including data entry of the in house ‘probe’ system for such as:

- **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 under taken 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 these 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.
- Draft responses and communications for residents and other parties.
- Respond to all resident issues, working closely with project and site management team to ensure resolution of issues raised and recommend changes, in line with Lawtech policies.
- Ensure prompt resolution / closure of all RLO matters.
- Maintain record of all issues raised with all points of resolution on Probe.
- Escalate unresolved issues to CSM, when appropriate to do so.

**Key tasks**
- Answering of phone calls and making any necessary appointments.
- Work with client and resident representatives to track all services within the project, issues raised and their resolution.
- Arrange site surveys as required for each project and satisfaction surveys for all residents, collating responses and work with project staff to use feedback to improve our service
- 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.
- Liaise with individual residents and establish individual requirements.
- Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager.
- 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.
- Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
- **Maintain ID system for operatives**, (blue Hi-Viz only) following procedure already started by Site Manager
- Observe all H&S rules and ensure resolution of service issues comply with all such rules.
- To carry out any other administrative duties as directed by CSM

**Competencies**

Role-specific:

- Excellent written English.
- Experience with customer service, ideally resident liaison experience within construction / social housing sector.
- DBS checked (standard).

General IT
- Competent use of Project Probe

**Benefits**:

- Company events
- Cycle to work scheme
- Free or subsidised travel
- Life insurance
- Referral programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Maidstone: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Application deadline: 06/06/2023
Reference ID: RLO Maidstone
Expected start date: 06/06/2023

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