Resident Liaison Officer - Bristol, United Kingdom - Lawtech Group

Lawtech Group

Verified Company

Bristol, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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, subcontractors, 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.

-
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 keyholding and security requirements.

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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).

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