Customer Service Advisor

 

Title: Customer Service Advisor (North West)

Contract: Full Time, Permanent 

Hours: 35 hours per week between 8am – 6pm, Monday to Friday

Persona: Agile/hybrid, office based 20-40% of week (Office based minimum two days per week after training, 100% office based through induction training, minimum 6 weeks)

Current office location: Nexus House, 4 Brindley Road, Old Trafford M16 9HQ

Salary: £25,966

Application closing date: 30^th May 2025 – 23:00

  

We reserve the right to close this vacancy early if the right candidate is found prior to the advert closing. 

 

Customer Service Advisor Role Profile.docx

Why choose L&Q?

• Strong family-friendly policies  
• Hybrid working Model
• Committed Learning & Development 
• Annual leave starting from 28 days rising to 31 PLUS bank holidays
• Excellent Pension Scheme – double contribution up to 6% 
• Generous non-contributory life assurance
• Westfield Health Cash Plan
• A dedicated employee benefits/discount portal
• An Employee Assistance Programme
• Great places to work certified 2024-2025
• Best Workplaces for Women – ranked 23 in the UK

 

About the role:

 

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.

Our Customer Service Team provide an excellent and varied service through a range of channels. The aim is to resolve queries at first point of contact.  The predominant contact channel is phone, but we also answer emails, social media, and deal with post on behalf of the business.

 

Who we are looking for:

 

We are looking for candidates who are self-motivated and are passionate about providing customer service standards that exceed expectations. 

To be successful. you'll need to have:

• Great customer service skills, with the experience of handling challenging situations on the phone
• Relevant work experience, including working in a fast paced environment with targets for quality of work and quantity of calls handled.
• Excellent literacy and numeracy skills 
• Basic knowledge of standard office systems, equipment and/or software and administrative processes– technical training will be provided in the role
• Some understanding and prior experience of the relevant technical area
• Experience of working within a team environment
• Remain resilient and focused while handling difficult conversations.

 

We’re actively building diverse teams and encouraging applications from everybody. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.

 

Salary & Benefits 

 

We offer a competitive annual salary with the potential to earn an additional £1,500 within the first 18 months by passing probation and becoming multi-skilled.

 

Mandatory Training

 

This is an agile role, mixture of office and homeworking. However, there will be a requirement to work from the office during training.

If you are interested in this role and have the experience required, then apply without delay!  

 

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.   More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

 

Our commitments:

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.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

 

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

 

For the fifth year in a row, we have been recognised as one of the UK’s Best Workplaces for Women in the super large category. 

 

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.

 

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

 

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

 

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

 

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.