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

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated

Title: Customer Liaison Officer

Contract Type: Permanent, Full time

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

Reporting Office: Stratford, London, E15 4PH

Salary: London 30,455 per annum and Outside London 26,296 per annum

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

Closing date for completed applications: 18/08/2025

Role Profile.docx




Benefits 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 many more...

Join our Customer Liaison Officer Team

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.

If this sounds like you, we would love for you to apply!

Your impact in the role:

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

What you'll bring:

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 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 values and behavioural framework, 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 lqcareers@lqgroup.org.uk



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 here to find out more about L&Q and why you should join us!

Customer Liaison Officer

Location:

London - Stratford

Posted:

04/08/2025

Closing date:

18/08/2025

Closing time:

23:59