Customer Care - Technical Lead

Customer Care – Technical Lead

Location: Head Office
Sector: Construction

The Opportunity

Our client is seeking an experienced Customer Care – Technical Lead to join their established team and play a key role in resolving complex technical matters across their construction portfolio.

This is an excellent opportunity for a construction professional with experience in Project Management, Design Management or Fire Engineering to take ownership of technical customer care issues, provide strategic advice to senior stakeholders and support the delivery of effective, compliant solutions.

Working closely with the senior leadership team, construction management and key supply chain partners, you will bring a strong technical understanding of construction, building safety and regulatory compliance, alongside the ability to manage complex issues through to resolution.

Key Responsibilities

• Oversee the investigation and resolution of customer care issues across the business, working in partnership with the Customer Care Manager on both general building matters and issues relating to fire safety and regulatory compliance.
• Provide technical advice and recommendations to Directors and senior management, undertaking detailed assessments, design reviews and appraisals to determine appropriate courses of action.
• Apply a thorough understanding of Building Regulations, statutory approvals and Building Safety Regulator (BSR) requirements to support compliant project outcomes.
• Draft, assess and negotiate consultant and subcontractor appointments, together with Design Responsibility Matrices, liaising with the internal legal team as required.
• Work alongside the Commercial Director to investigate supply chain matters, support subcontractor procurement and coordinate specialist technical reviews.
• Develop remedial work strategies and prepare supporting technical documentation and submission packages for client representatives and, where required, the Building Safety Regulator.
• Coordinate third-party approvals, statutory consents and other regulatory requirements to ensure matters are progressed efficiently.
• Build and maintain positive working relationships with clients, ensuring technical concerns are addressed professionally and communication remains clear throughout the resolution process.
• Engage with subcontractors, consultants and wider supply chain partners to assess options and establish practical, commercially appropriate solutions for project delivery.

About You

The successful candidate will be a confident and technically capable construction professional who can combine detailed technical knowledge with strong leadership, communication and problem-solving skills.

You will ideally offer:

• A background in Project Management, Design Management, Fire Engineering or a closely related construction discipline, supported by relevant industry experience.
• A comprehensive understanding of construction methods, building techniques, sequencing and project delivery processes.
• Strong working knowledge of current and legacy Building Regulations, fire safety legislation and associated compliance requirements.
• Experience dealing with regulatory approvals and Building Safety Regulator processes.
• The ability to assess complex technical issues, identify root causes and develop practical, well-reasoned solutions.
• Proven leadership skills, with the confidence to challenge established approaches, manage difficult situations and influence stakeholders at all levels.
• Excellent communication and relationship-building abilities, enabling you to work effectively with clients, consultants, subcontractors and senior management.
• A meticulous approach to technical reviews and documentation, combined with the ability to maintain a wider commercial and strategic perspective.
• Strong organisational skills and the ability to manage competing priorities while meeting agreed deadlines.
• Clear and effective written and verbal presentation skills, with the ability to explain complex technical matters to a range of audiences.
• A proactive approach to Health, Safety and Environmental standards, promoting best practice and demonstrating positive leadership throughout the business.
• The ability to work autonomously while contributing effectively to a collaborative, multidisciplinary team.

Working Environment

This position will be based at the company's Head Office, providing close working relationships with the Senior Leadership Team and Construction Director. The role will suit someone who enjoys being involved in key technical decisions, influencing outcomes and driving issues forward to successful resolution.

Pay: £40,100.00-£70,000.00 per year

Work Location: In person