Job Description

Title: Contact Centre Advisor L&Q Energy
Contract Type: 2 Fixed Term Contracts. 1x 12 months and 1x 6 months, Full time 35 hours
Salary: 26,775 (London) or 22,994 (outside London) per annum
Location: Stratford, London E15 or Stratford, Manchester M32
Persona: Agile/Hybrid working (20-40% office based)
Closing Date: 15th September 2025 at 11pm
Interview Dates: 24th September 2025 over Microsoft teams
include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and ...
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
An exciting opportunity has arisen to join our forward-thinking, Energy Team. With customers being our most important focus, the successful candidate will have a real passion for providing excellent customer service and the desire to make a difference.
Working within the specialist L&Q Energy Customer Services Team our Contact Centre Advisors provide a professional front line service to customers supplied with heating and hot water from our communal and district heating systems. Working to resolve calls on a first contact basis you will assist customers with metering and billing enquiries and help to fix heating and hot water issues, managing schedules and making bookings for engineers. Our Contact Centre Advisors are integral to the L&Q Energy customer experience and play a vital role in supporting our Energy Operations Managers, Heat Metering & Billing Manager, and Engineers to ensure we deliver an amazing customer experience.
With a rapidly expanding heat customer portfolio, growing from 8,000 heat customers to more than 30,000 over the next few years this an exciting time to join L&Q Energy! We can offer you the opportunity of personal development and career progression, and most importantly career satisfaction. Our growing team of Contact Centre Advisors play an integral role in helping us to meet the needs and expectations of our customers contributing towards the overall success and achievements of the Team.
The successful candidate will be customer focused with excellent communication skills, great attention to detail, and be willing to go the extra mile. You will be required to demonstrate the following skills and experience.

• Demonstrable experience delivering excellent customer service in a demanding customer-facing environment.

• Have excellent problem-solving skills to ensure effective results for the customers are achieved.

• Excellent interpersonal skills - both using the telephone, email, and face to face

• Excellent IT skills with experience in using relevant IT systems and CRM software, and the ability to learn IT packages in Metering & Billing and building management systems

• Experience in dealing with debt management and the ability to explain and set up payment plans to assist in the debt recovery

• Experience in the communal heating and metering and billing sector is desirable.

We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
About L&Q:
We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate , which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.
If you require any reasonable adjustments at any stage during this process, including application stage, please email
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.
Click to find out more about L&Q and why you should join us!

Skills Required