Customer Care Officer - 7898

Title: Customer Care Officer

Contract Type: Permanent, Full Time (35 hours per week)

Salary: Starting from £33,507 - £33,525 per annum (London weighted salary), dependant on experience

Grade: 5

Reporting Office: Stratford, London

Persona: Agile Worker – 20%–40% of contractual hours to be worked from reporting office (hybrid working) “occasional site visit”

Working Pattern: Monday to Friday, 08:30–5:00pm

Closing Date: 19 June 2026

Interview Dates: TBC. Please note that at least one stage of this process will be conducted via MS Teams.

Please click here for the role profile. -Role Profile - Customer Care Officer (6).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…

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

Previous Applicants May Not Apply* - (if prior applications were regretted within 12 weeks)

L&Q reserve the right not to shortlist applications from candidates with 3 or more unsuccessful applications/interviews within the last 24 months.

Join our Customer Care Team at L&Q:

• Are you passionate about delivering outstanding customer service? This is a fantastic opportunity to join a dedicated Aftercare team at one of the UK's leading housing associations.
• As a Customer Care Officer, you will be the first point of contact for homeowners and general needs residents requiring aftercare support – managing repairs and defects during the guarantee/defect liability period.
• We have two permanent positions available as we continue to grow our service delivery capability and meet the needs of our residents.
• You will report to a Senior Customer Care Officer and work within a collaborative Aftercare team, liaising closely with colleagues across Neighbourhoods, Direct Maintenance and Asset Management.

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

Your impact in the role:

• Act as the first point of contact for residents and homeowners requiring aftercare support, taking ownership of all enquiries received by telephone, email, text and letter.
• Diagnose repair and defect issues, accurately report these to builders and contractors, and follow up to ensure prompt resolution.
• Deliver a responsive, professional and high-quality customer experience in line with L&Q values.
• Manage customer complaints in accordance with L&Q's Complaints Policy and Procedure, escalating serious issues as required and adhering to required timescales.
• Collaborate with internal teams including Neighbourhoods, Direct Maintenance and Asset Management, as well as external stakeholders and partners.
• Maintain accurate and up-to-date records on relevant L&Q systems.
• Contribute to the team's achievement of objectives, ensuring best value in all activities and supporting the divisional business plan.
• Ensure compliance with all Aftercare policies and procedures, including Health & Safety, regulatory and governance requirements.

What you’ll bring:

• Demonstrable customer service experience in a fast-paced environment – essential.
• Experience managing customer complaints effectively – essential.
• Experience within a repairs, defects or building maintenance environment – essential.
• Excellent telephone skills with the ability to reassure and communicate with customers confidently in a largely unscripted environment – essential.
• Strong written and oral communication skills, including experience of letter and email writing – essential.
• Commitment to delivering high levels of customer satisfaction – essential.
• Demonstrable collaboration and stakeholder management skills – essential.
• Some appreciation of the technical aspects of buildings – essential.
• Computer literate with good, proven competency in MS Office – essential.
• Strong organisational skills and the ability to multitask and meet deadlines – essential.
• Willingness to undertake the appropriate NHBC course if not already completed – essential.
• Knowledge of Arena-based systems – desirable.

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.

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.

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.

#TJ