Customer Service Advisor - 7176

Title: Customer Service Advisor

Contract: Permanent, full time - 35 hours per week.

Salary: London £26,775, Outside London: £25,210 per annum.

Grade: 3

Reporting office: London, Stratford or Manchester, Trafford.

Persona: Homebased Worker: Contractual hours to be worked on a remote basis, with ad hoc office attendance as required.

Working pattern: Monday – Friday between 8am – 6:15pm

Closing date: 17th October 2025

Interviews: 28th October 2025 to 31st October 2025

Start date: 15th December 2025

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

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).

So you know the full expectations of our homeworking contracts, please read the whole advert and it’s supporting documents before applying.

Customer Service Advisor Role Profile.docx

CSA Supporting document.pdf

Join our Customer Services Team at L&Q:

Do you love helping people?

Are you passionate about delivering excellent customer service?

Do you want to work for an organisation that really makes a difference?

Then look no further! L&Q has an award-winning customer service centre, we strive for excellence and our customers are the most important part of our business! As a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time.

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 this sounds like you, 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

If offered a permanent role you’ll receive a competitive annual salary with the potential to earn an additional £2,500 We issue a one-off reward of £500 for passing probation and you’ll receive up to £2,000 when you become multiskilled/learn new telephone channels (£500 per skill, max £1,500 within the first 18 months).

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…

Due to operational requirements of the business, including the need to provide service users and residents access to L&Q employees who are responsible for responding to all repair requests—including emergency and health & safety issues—handling income and financial enquiries such as rent payments and resident support, and managing housing-related queries including anti-social behaviour, neighbour safety, and homeownership matters between 8:00am - 8:00 pm Monday to Friday. Therefore we require those times to be covered by colleagues, and we operate a shift rota to cover this requirement.

Our recruitment process:

Shortlisted candidates will be invited to an assessment between the dates of 28th, 29th, 30th and 31st October. The interview will be a 60-minute online assessment, which will include competency based questions and a scenario with an IT assessment. Candidates will need to have a quiet space for the duration of the interview and be prepared with a Microsoft teams set up with a camera, working audio and notebook & pen. Where possible, it’s recommended to use a computer, laptop or tablet for the interview process.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

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.

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!

#TJ