{"id":2481894,"url":"https://alion.io/job/law-tech-group-assistant-customer-service-manager","title":"Assistant Customer Service Manager","company":{"id":4420523,"name":"Lawtech Group Ltd","domain":"lawtechgroup.co.uk","url":"https://alion.io/company/law-tech-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nottingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":53000,"period":"year","method":"role_country_seniority_unknown","sample_n":1295},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-13T23:05:13Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-20T10:02:13Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Role Overview:\nFounded 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.\nLawtech 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.\nYour key responsibilities as an Assistant Customer Service Manager are:\nSupport the Head of Customer Services in day-to-day functions and act on their behalf in their absence.\nAssist Head of Customer Services to manage, provide support and motivate to our Senior RLO's and RLO's, ensuring that assigned tasks are completed in an orderly and effective manner.\nLiaising with Project Managers to ensure identification, management and resolution of all customer issues.\nProvision of outstanding and closed Customer Service issues to the Customer Service Manager monthly.\nRole Responsibilities\nAssist Head of Customer Services in hiring staff in their department.\nAssist with the monitoring performance of Senior RLO's and RLOs\nAssist Head of Customer Services with Senior RLO's and RLO's probation reviews and annual PDR's.\nAssist to address grievances made by the Customer Service team.\nAttend 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.\nProvide updates toHead of Customer Services regarding site visits and any actions issued to individuals or the Customer Service team.\nDevelop 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.\nWork 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.\nSupport Senior RLO's and RLO's to close out complaints at stage 1, escalating resident issues to Customer Service Manager as required.\nAssist with management of in-house Customer Service system including site record templates, local documentation, and communication plans.\nDeliver/support the delivery of customer service presentations to residents prior to and during projects.\nProvide information to assist Customer Service Manager with monthly reports as required.\nProvide suggestions to the manager n improving customer service.\nReview draft communication, amend/approve prior to its issue to our client for their acceptance.\nMonitor 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.\nMonitor and analyse KPIs on sites, ensuring that lessons learned process is followed.\nIn the absence of the Customer Service Manager provide Customer Service report for discussion during monthly board meetings.\nCompetencies\nNVQ Customer Care Level 3 or equivalent experience gained through work experience.\nExperienced in managing a team, ideally within social housing / construction sector.\nExcellent customer handling skills and managing resident expectations.\nAbility to resolve disputes.\nPresentation skills.\nDBS check (standard).\nExperience in managing a team is beneficial\nDealing with customers/resident's face to face\nAble to motivate and lead by example\nConfident dealing with complaints and following processes and procedures\nMust be able to commute to Portsmouth, Southampton, Bournemouth, Bristol due to the nature of the role.\nConstruction experience required\nGeneral IT:\nAdvanced user MS Excel.\nCompetent user MS Word, MS PowerPoint, Microsoft Outlook email and calendars.\nCompetent user of in-house software including probe and SharePoint","description_format":"text","description_chars":4000,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T23:05:13Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-20T06:21:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.848,"p_room":1,"age_days":6,"expected_fill_days":23,"reasons":["conf:0","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/law-tech-group-assistant-customer-service-manager","json_url":"https://alion.io/job/law-tech-group-assistant-customer-service-manager.json","meta":{"generated_at":"2026-10-20T10:50:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11829,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4420523},"rest":"https://alion.io/mcp/rest/get_company?id=4420523"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flaw-tech-group-assistant-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flaw-tech-group-assistant-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flaw-tech-group-assistant-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/law-tech-group-assistant-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flaw-tech-group-assistant-customer-service-manager"}]}