Customer Care – Technical Lead

Here At Russell WBHO, We Have a Solid Pipeline Of Work Into 2027/28 And Have a Portfolio Of Exciting Projects, Including Sixth Form College Façade Replacement/Associated Works, Burnley (Approx £18m)Heritage Refurbishment (Office/Commercial), Bolton (Approx £12m)Hotel Extensions & Façade Replacements, Cheshunt/Elstree (Approx £18m)Office Conversion to Hotel, Manchester City Centre (Approx £30m)Heritage Refurbishment to 5 Star Hotel, Bath (Approx £75m) An exciting opportunity has arisen to join our collaborative and professional team as a Customer Care – Technical Lead. This role would suit an individual with a background in Project Management, Design Management, or Fire Engineering who can demonstrate a proven track record within the construction industry. Key Responsibilities The successful candidate will have experience in the following areas: Comprehensive knowledge of regulatory approvals, Building Regulations, and Building Safety Regulator (BSR) processesInvestigating and resolving customer care matters raised across the business, working closely with the Customer Care Manager, including both base-build and fire safety-regulated issuesProviding technical support and guidance to the Senior Leadership Team and Directors, including technical appraisals, reviews, and recommendations for resolutionPreparing, reviewing and negotiating consultant and subcontractor appointments, as well as Design Responsibility Matrices, in collaboration with the company’s in-house legal teamLeading supply chain investigations alongside the Commercial Director, including subcontract procurement processes and specialist technical assessmentsProducing remedial works proposals and technical submission packs (or equivalent documentation) for client teams and/or the Building Safety RegulatorManaging third-party approvals, consents and statutory requirementsMaintaining and developing strong client relationships through effective communication and service deliveryCollaborating with supply chain partners to identify and implement optimal project delivery solutions Key Skills And Attributes The ideal candidate will demonstrate: A commitment to promoting a positive Health, Safety, and Environmental culture, while providing visible leadership across the businessStrong interpersonal and communication skills, with the ability to engage effectively with both internal and external project stakeholdersProven leadership capabilities, including the confidence to address challenges, solves complex problems, and motivate teamsExcellent attention to detail while maintaining a strategic perspective and delivering against agreed timescalesExtensive knowledge of construction techniques, methodologies, sequencing, and delivery processesA thorough understanding of current and historical Building Regulations and Fire Safety RegulationsThe ability to work both independently and collaboratively as part of a wider teamStrong written and verbal presentation skills, with the ability to communicate technical information clearly and effectivelyA willingness to be based at Head Office, working closely with the Senior Leadership Team and Construction Director Should you wish to apply for this role, please complete the form below or email your CV and covering letter to careers@russellwbho.co.uk, headed ‘Customer Care – Technical Lead Position’. We look forward to hearing from you. Kind regards, The Russell WBHO Recruitment Team At Russell WBHO, we are committed to promoting inclusivity, diversity, and equality in all that we do. We strive to create a rewarding work environment where everyone is treated fairly, valued for their unique contributions, and supported to reach their full potential. Our goal is to bring out the best in each individual and foster a workplace where all employees can thrive. Note for Recruitment Agencies: Russell WBHO encourages candidates to apply directly to us and we do not accept unsolicited CVs from agencies. CVs submitted in this manner will be considered a gift and no fee will be payable. Candidates must hold the right to work in the UK.