Assistant Customer Service Manager

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 repatriations & regeneration contracts throughout London and the wider Southeast.

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

Your key responsibilities as an Assistant Customer Service Manager are:

• Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
• Assist Customer Service Manager to manage, provide support and motivation to our Senior RLO’s and RLO’s, ensuring that assigned tasks are completed in an orderly and effective manner.
• Liaising with Project Managers to ensure identification, management and resolution of all customer issues.
• Provision of outstanding and closed Customer Service issues to the Customer Service Manager monthly.
• The role is based in Southampton, but will require occasional travel to other sites in Portsmouth, Bournemouth and Bristol.

Role Responsibilities

• Assist Customer Service Manager in hiring staff in their department.
• Assist with the monitoring performance of Senior RLO’s and RLOs
• Assist Customer Service Manager with Senior RLO’s and RLO’s probation reviews and annual PDR’s.
• Assist to address grievances made by the Customer Service team.
• Attend sites to assist Senior RLO’s and RLO, as well as delivery team ensuring all the members of the team are well-versed with the principles of customer service and provide training as required.
• Provide updates to Customer Service Manager regarding site visits and any actions issued to individuals or the Customer Service team.
• Develop working relationships with our client and resident representatives to reduce duplication and ensure consistency of information and approach around management of all customer service and delivery issues.
• Work closely with Project and Contracts Managers to ensure project, client and customer issues are managed together and resolved in a timely fashion considering our complaints processes and procedures.
• Support Senior RLO’s and RLO’s to close out complaints at stage 1, escalating resident issues to Customer Service Manager as required.
• Assist with management of in-house Customer Service system including site record templates, local documentation, and communication plans.
• Deliver/support the delivery of customer service presentations to residents prior to and during projects.
• Provide information to assist Customer Service Manager with monthly reports as required.
• Provide suggestions to the manager n improving customer service.
• Review draft communication, amend/approve prior to its issue to our client for their acceptance.
• Monitor and regularly check documentation on site for Right to Work, ensuring that everything is in order. Any issues should be raised with Project Manager to address and highlighted to Customer Service Manager for escalation as required.
• Monitor and analyse KPIs on sites, ensuring that lessons learned process is followed.
• In the absence of the Customer Service Manager provide Customer Service report for discussion during monthly board meetings.

Competencies

• NVQ Customer Care Level 3 or equivalent experience gained through work experience.
• Experienced in managing a team, ideally within social housing / construction sector.
• Excellent customer handling skills and managing resident expectations.
• Ability to resolve disputes.
• Presentation skills.
• DBS check (standard).
• Experience in managing a team is beneficial
• Dealing with customers/resident's face to face
• Able to motivate and lead by example
• Confident dealing with complaints and following processes and procedures
• Must be able to commute to Portsmouth, Southampton, Bournemouth, Bristol due to the nature of the role.
• Construction experience required

General IT:

• Advanced user MS Excel.
• Competent user MS Word, MS PowerPoint, Microsoft Outlook email and calendars.
• Competent user of in-house software including probe and SharePoint