Job Description

This role is being advertised by L&Q Group on behalf of L&Q PRS Co. Limited (trading as Metra Living). This is a separate entity to that of L&Q Housing Trust, and any offer of employment will be made by Metra Living and will be subject to their terms and conditions of employment. If currently employed by L&Q Housing Trust, your length of service with L&Q will be recognised by L&Q PRS Co. Limited

Title: Customer Liaison Officer

Contract Type: Permanent, Full time

Persona: Agile/hybrid working - office-based 20-40% (1-2 days per week)

Office locations: London E15

Salary: London from 29,568 and Outside London from 25,530

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. Previous applicants need not apply.

Role Profile.docx

Closing date for completed applications: 21/07/2025

Interviews will be held on: 29/07/2025

Our customers are the most important part of our business and as a Customer Liaison Officer, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time. This is a fantastic position within the heart of the Metra Living Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.





The role will involve taking the lead in managing complaint cases about the work our Maintenance Subcontractors perform in our resident's homes as well as our communal areas. You will act as the 'voice and face' of the Trust, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential.



This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own caseload and be responsible for orchestrating a positive outcome for our customers.



You will have excellent written and verbal communication skills in order to deal with the various issues our diverse resident base will have. Therefore, it is essential that you've had experience in a customer service role and preferably with complaint handling.





You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.

Your duties will include:

Managing and owning a caseload of complaints, primarily relating to maintenance but also other areas of the business when required. Volumes may vary but you can expect at least 3-5 new complaints per day, and you may have 50 or more ongoing complaints to manage at any time Conducting thorough impartial investigations Working within response deadlines and adhering to team SLA's/ KPI's Liaising with customers and internal departments via phone, Microsoft teams and email Challenging decisions of internal departments Calculating compensation in line with company procedures Maintaining high quality records and notes on the system Being conversant with the Housing Ombudsman code and ensuring that complaint handling and decisions are in line with the code and internal policies Feeding back the cause of complaints to prevent recurrence Producing high-quality letters and emails that are professional, clear, and thorough Assisting with ad hoc projects to improve the customer experience

Skills and experience summary:

Able to work in a fast-paced and high-pressured environment Excellent communication skills, verbal and written Excellent organisational skills Excellent attention to detail Versatile and resilient Inquisitive and strong problem-solving skills Great customer service with strong empathy Strong time management and ability to work to deadlines Self-starter with strong initiative Able to work within a team and work collaboratively with internal and external stakeholders

We're actively building diverse teams and encourage applications from all backgrounds. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.





If you are motivated by making a difference and have the drive and tenacity to resolve issues, then apply without delay!





At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.

The benefits we offer:

28 days annual leave rising to 31 days with length of service Excellent Pension scheme and non-contributory life assurance Investment in your career development with continued support and training (in-house & external courses) Employee assistance programme Health & Wellbeing program Employee discount scheme Up to 21 volunteer hours per year Strong family-friendly policies

Customer Liaison Officer

Location:

London - Stratford

Posted:

07/07/2025

Closing date:

21/07/2025

Closing time:

23:59