Customer Service Assistant Manager - 7811

Title: Customer Service Assistant Manager

Contract Type: 12-Month FTC, Full Time, 35 hours

Working Pattern: Monday to Friday, shifts been 8:00am – 18:00pm

Salary starting from £ 37,573 to £ 41,541 per annum (Regional salary)

Grade: 8

Reporting Office: Nexus House, Manchester, Trafford

Persona: Agile Worker: 20% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 28th May 2026

Interviews will be held over MS Teams during w/c 8th June

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

Please click here for the role profile - Customer Service Assistant Manager.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 award-winning Customer Service Centre at L&Q!

At L&Q, we’re passionate about delivering outstanding customer experiences and inspiring teams to achieve excellence. That’s why we’re looking for a dynamic leader to join us and make a real impact in our fast-paced inbound customer service centre.

As the Customer Service Assistant Manager, your role will be to lead and motivate a team of approx. 10 people, driving performance and ensuring first-class service for our residents. You’ll bring proven experience in leading in customer service environment and a talent for coaching and developing people to reach their full potential.

Your Impact in the Role:

• Leading from the front, setting the standard for excellence and stepping in to support your team when needed.

• Driving performance to meet and exceed KPIs while fostering a culture of accountability and success.

• Acting as a confident and effective coach, inspiring and developing your team to deliver exceptional customer service.

• Promoting collaboration across teams and championing a right-first-time approach for every customer interaction.

• Playing a key role in leading change initiatives, ensuring processes are efficient and customer experiences are consistently outstanding.

What You’ll Bring:
To thrive in this role, you’ll combine leadership, flexibility, and a passion for delivering exceptional customer service:

• Proven experience in coaching and developing individual team members while managing departmental operational objectives.

• Strong communication skills and the ability to inspire collaboration across teams.

• Self-motivation and resilience, with an innovative, solution-focused mindset.

• A target-driven approach, consistently striving to meet and exceed KPIs.

• Flexibility to adapt and support colleagues in a fast-paced environment.

If you’re ready to make a real impact and drive performance while putting customers first, apply without delay!

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.

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.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome - Find out more here.

Sustainability is also 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!