Customer Service - Quality Assurance & Knowledge Analyst - 7282

Title: Customer Service, Quality Assurance & Knowledge Analyst

Contract Type: Fixed term contract for 2 Years, full time, 35 hours per week

Salary: Starting from £35, 951 per annum (London weighted salary) or £32,188 per annum (Regional salary)

Grade: 07

Reporting Office: London, Stratford or Manchester, Trafford

Working Location: Agile

Working Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pm

Closing date: Friday 28th November 2025 at 11pm

Interview date: On a date to be confirmed

Please click here for the role profile - Role Profile - Quality Assurance and Knowledge Analyst.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.

Join our Operational Support Team at L&Q:

Are you passionate about delivering exceptional customer experiences and driving continuous improvement? This is your chance to make a real impact!

An exciting job opportunity has become available for the right candidate to join us as a Customer Service, Quality Assurance & Knowledge Analyst, where you’ll be at the heart of shaping how we serve our customers.

As a Quality Assurance & Knowledge Analyst, your role will be instrumental to improving our customer experience. You will actively review and audit cases to and from the our resident and other key stakeholders, and improve performance through trend analysis and identification of service improvement areas.

You will become the knowledgechampion, where you will help build and maintain resources that empower our teams and customers, making information accessible and accurate.

You will have strong stakeholder management skills and be able to work well within a team. Strong interpersonal and coaching skills are key to being able to promote best practice.

You will also responsible for maintaining the accuracy of our the internal knowledge site, therefore ensuring teams have all the necessary information to carry out their tasks.

Our customers are the most important part of our business and it is vital that you have the passion as a customer service professional to deliver excellence every time!

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

Your impact in the role:

• Your insights will directly improve processes, ensuring every interaction meets the highest standards.
• Identify trends and root causes to proactively address issues before they impact customers.
• Support knowledge management, making sure our teams have the right tools and resources to succeed.
• You drive innovation, Spot trends, identify gaps, and recommend solutions that transform the way we work.
• You collaborate across teams, work with customer service, housing, and leadership to create strategies that elevate the customer experience.
  
  

If you love combining data-driven decisions with a passion for customer satisfaction, this role offers the perfect blend of challenge and reward.

What you'll bring:

• The ideal candidate will have previous experience with a Housing background
• Strong analytical skills and excellent attention to detail
• A strong communicator, both written and verbal
• MS Office and reporting skills. In particular Excel
• Exceptional team working and influencing skills
• A background in a previous quality assurance role is an advantage.

We're looking for a customer service professional with exceptional analytical skills. Does this sound like you? If this sounds like you then apply without delay

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!

#TJ