Job Description

Title: Customer Service Advisor

Contract Type: Permanent

Salary:

26,775

(London weighted salary),

25,210 (regional weighted salary) per annum.

Reporting Office: London, Stratford or Manchester, Trafford

Working Location: Homeworking

Working Pattern:

35 hours per week, scheduled between 8am - 6:15pm, Monday - Friday

Closing Date:

Friday 8

th

August 2025

Interview Dates:

19

th

-22

nd

August 2025

Training: There will be 7 weeks of mandatory training via Microsoft Teams

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

...

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

Role Profile.docx

Join our Customer Service Centre at L&Q:

We are large company, and we are still growing! The Customer Service Centre alone receives circa 3500 inbound calls per day. It is a vibrant and fun department with excellent training and promotion opportunities. We're looking for someone who can demonstrate strong communication skills and has experience of prioritising and managing their own time. To be successful you'll need to be a high achiever who strives to meet and exceed KPIs. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge?

If you are, we would love for you to apply!

Your impact in the role:

Be the first point of contact for our residents. Provide first contact resolution where possible, through ownership of queries and taking the relevant action required. Deal with a wide range of enquiries, which could include: maintenance repairs new and existing, housing management, account information - such as paying rent, money advice and support, Buying and selling property, and general leasehold enquires. Answers customers messages via multiple channels, such as telephone, email and any inhouse packages to enhance the customer service experience. Provide accurate and appropriate information to the enquiry. Keep confidential records of customer interactions, transactions, comments and complaints, using the appropriate tools/ systems. Comply with company policy and procedures. Advocate L&Q Values. Liaise with other departments where needed. Play an active role towards departmental KPI's and company objectives.

What you'll bring:

Clear communication skills both written and verbal Excellent listening skills. Remain resilient and focused while handling difficult conversations. Be able to work in a fast-paced environment and under pressure. Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders. Able to use positive and empathetic language to influence both internal and external stakeholders. Confidence to work individually whilst also having the ability to work collaboratively, playing an active role in both your team and overall department. Responsible for your own time management and adhering to schedule. Computer literacy, to be able to navigate multiple company software applications while still actively listening. - Problem solver using own initiative and take a common sense approach. Target driven to achieve your individual KPI's and objectives Be responsible for your own learning (seeking advice, support, help and guidance when required



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 Service Advisor

Location:

London - Stratford or Manchester - Trafford

Posted:

28/07/2025

Closing date:

08/08/2025

Closing time:

23:59