Job Description

Title: Customer Support Manager

Contracts: Fixed Term Contract until Mid-September 2026 (Mat Cover)

Hours: Full-Time, 37.5 hours per week

Reporting Office: Stratford, London

Persona: Agile (2 days in office and 3 days working from home)

Salary: 42,779 to 47,600 per annum depending on experience

Role Profile - Customer Support Manager (Aftercare).pdf

Closing date for completed applications: 21

st

August 2025 at 11:59pm

Interviews will tentatively be held in the W/C 25

th

August 2025.

Benefits

include:

Excellent pension plan (up to 5% 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

Join the Performance Team at L&Q!

At L&Q, people are at the heart of everything we do, and we strive to ensure our new build customers have the best possible experience when moving into their homes. This role offers the opportunity to make a meaningful impact on the experience of customers living in new build homes.



Working closely with the Head of New Homes and Customer Care, the

Customer Support Manager

, will support the Division by providing timely and accurate reporting and management information to help improve customer service. You will deliver iterative reporting and assist teams in acting on customer feedback, ensuring that insights are fed back into Customer Care's processes. This role reports to the Head of Performance & Policy and is part of the Development Support Team.

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

Your Impact in the Role:

Manage the performance reporting and analysis function for L&Q's Customer and Quality Team, ensuring high quality standards and robust reporting. Design and deliver improved, iterative reporting and management information to our New Homes and Customer Care Teams in collaboration with the Head of Performance & Policy, Director of Customer and Quality. Work with key stakeholders to shape and review reporting on customer sentiment, complaints and defects, and recommend improvements based on best practice. Work closely with the Head of New Homes and Customer Care and the Customer Care and New Homes Managers to ensure customer issues are responded to. Help L&Q achieve its targets around defect resolution and customer satisfaction.

What You'll Bring:

Degree 2:1 level/HNQ equivalent in relevant area or equivalent experience Good analytical skills Demonstrable track record of engaging with stakeholders at different levels Experience using PowerBI, Excel, or similar data visualization tools Experience of reviews of practice and procedures in housing, construction or similar challenging business environment




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 Support Manager (Aftercare)

Location:

London - Stratford

Posted:

08/08/2025

Closing date:

21/08/2025

Closing time:

23:59