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<h4>Why Southwark?</h4>Are you passionate about creating outstanding customer experiences? Are you ready to shape the future of leisure services and make a real difference in your community?From the iconic skyline along the Thames to vibrant communities and cultural hotspots, Southwark is a borough full of energy and opportunity. Our central location makes us highly accessible, and our large-scale investment programmes are transforming the area, creating a fairer, safer, and more modern environment for all.This is your chance to be part of something transformative. Join us, lead our Membership Support Team, and play a vital role in enhancing the experiences of thousands of members across the borough. Make a real difference, every day.<h4>What You'll Be Doing</h4><ul><li>Deliver high-quality, centralised support for all membership enquiries.</li><li>Proactively manage payment issues, including failed Direct Debits, and liaise with members to resolve them efficiently.</li><li>Lead on win-backs, re-engaging former members and recovering lapsed accounts.</li><li>Administer membership changes with accuracy and compliance.</li><li>Monitor KPIs, track trends, and support strategic decision-making.</li><li>Coordinate with Leisure Centre staff to resolve complex queries.</li><li>Maintain accurate, up-to-date membership records.</li><li>Communicate clearly with members about promotions, policies, and account information.</li><li>Support onboarding, training, and development of new team members.</li><li>Identify opportunities to improve processes and the overall member experience.</li><li>Build strong relationships with members and internal stakeholders, enhancing our reputation.</li></ul><h4>What We're Looking For</h4><ul><li>Proven experience in customer service or sales, ideally in a busy, customer-facing environment.</li><li>Strong leadership skills, with the ability to coach and motivate a team.</li><li>Experience handling complaints and resolving issues effectively.</li><li>Competence using CRM systems and understanding sales processes.</li><li>Excellent interpersonal, communication, and analytical skills.</li><li>Flexibility, initiative, and the ability to make sound judgments under pressure.</li></ul><h4>Additional Information</h4>Closing Date: Sunday 14 December 2025Interview Date: Monday 22 December 2025The role is classed as Regulated Activity under safeguarding legislation. To help us ensure the safety and wellbeing of those we support, you’ll be asked to declare all cautions and both spent and unspent convictions as part of the recruitment process.<ul><li>Job Type: Permanent, Full Time, 36 hours a week.</li><li>Some weekend and evening work will be required to meet service needs.</li><li>Southwark Council is committed to equality, diversity, and inclusion.</li></ul>Southwark Leisure Services operates across several sites, seven days a week from early morning to late night. There is a requirement for the post holder on occasions, to work outside normal office hours and at different venues to meet the needs of the service.Please note that the closing date for applications for this position may be brought forward, depending on the volume of applications received. We encourage you to submit your application as soon as possible to avoid missing out on the opportunity. We will not be able to consider applications received after the new closing date, should it be adjusted.Join us in creating a healthier, brighter future for Southwark residents. Apply today!Attachments<ul><li><a href="https://emea3.recruitmentplatform.com//tlk/pages/fo/download_job_file.jsp?ID=PEHFK026203F3VBQB796G7VQF&amp;nDocumentID=2661456&amp;ptId=109739" target="_blank">Click here to view the Job description and Person specification</a></li></ul>





<ul></ul>

Southwark Council

Leisure Support Centre Membership Manager

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Customer Resolution Officer - (Fixed Term contract until 31/3/26)
Salary £30,234 Per Annum + Benefits (pro rata). 
Origin – Great homes, positive people and strong communities
An inspiring past and a bright future
A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire. We work to provide safe, decent affordable homes and support for individuals and communities.
Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in. We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods.
The role – Customer Resolution Officer
As a Customer Resolution Officer you will be answering telephone calls from residents with new queries every day, a chance to make a difference and help mould the relationship Origin has with the communities we serve.
You’ll be Interacting with a range of customers and residents, and finding the right resolution for them and you’ll have opportunities to get involved with community projects as well as internal projects as the Customer Resolution Team interact with internal stakeholders daily.
What you’ll need
We’re looking for someone who has
<ul>
<li>The ability to give great customer service</li>
<li>Good verbal and written communication skills</li>
<li>A hardworking and team player attitude</li>
<li>Determination to carry tasks through to completion</li>
</ul>
For this particular role you will work as part of a wider team along with our other Customer Resolution Officers and will need to cover a rota that requires you to be in the office 3 days one week and 2 days the following week .
Our Values
Our&nbsp;core values&nbsp;are at the heart of how we work
<ul>
<li>Take the lead</li>
<li>Create energy</li>
<li>Build trust</li>
<li>Be generous</li>
<li>Stay grounded</li>
<li>Remember the little things</li>
</ul>
We're committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging.
Our benefits to you
<ul>
<li>Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.</li>
<li>Salary £30,234 PA (Pro Rata)</li>
<li>A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave</li>
<li>2 additional ‘giving something back’ volunteer days</li>
<li>A pension scheme with contributions from 4% of your salary</li>
<li>Family leave, compassionate leave and enhanced maternity pay</li>
<li>Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians</li>
<li>Interest free loans to help spread the cost of a season ticket or another big purchase</li>
<li>Annual staff conference, team away days and annual team meal allowance</li>
<li>Access to Perk Box for fantastic savings on everyday purchases and much more</li>
<li>Free employee assistance programme</li>
<li>Opportunities to join staff network groups</li>
<li>Refer a friend bonus</li>
</ul>
We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.
Tell us your story
We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the job description outlined above.
Closing Date&nbsp; - Tuesday 25th November
Interviews - TBA

Origin Housing

Customer Resolution Officer

<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0077/2029/JD_-_Head_of_Customer_Services_and_Quality_-_Tenancy__1_.pdf" target="_blank">JD_-_Head_of_Customer_Services_and_Quality_-_Tenancy__1_</a></li>
</ul>

Please apply online via the link provided.



Job Title:&nbsp;Head of Customer Services &amp; Quality -&nbsp;Tenancy Services
Language:&nbsp;UK
Company:
Job Location:
Location:
Region:
Country:
Organisation:&nbsp;Hackney Council Anonymous Apps &gt; Climate, Homes and Economy
Job Number:&nbsp;HCAA02689
Service:&nbsp;Tenancy &amp; Leasehold Services
DBS Required:&nbsp;Yes
Organisation Logo:&nbsp;Hackney Council
Agreement Type:&nbsp;Permanent
Work Pattern:&nbsp;Full Time
Contracted Hours:&nbsp;36
Grade:&nbsp;PO9 - PO11
SCP Range:&nbsp;£66,084 - £72,075
Hackney’s Housing Department is changing. We are looking for an experienced Head of Customer Services &amp; Quality to set up and lead this brand new service within Tenancy Services, following a recent service review.
In this critical leadership role, you will have an opportunity to set the direction of change as we modernise into a truly resident-centric service, with accountability, fairness and respect at the heart of everything we do.
Your new service (of around 18 staff) will comprise:
<ul>
<li>A responsive ‘front of house’ into the Tenancy Service for residents and other stakeholders, managing demand effectively</li>
<li>An Administration team providing various back office functions</li>
<li>A Quality team who will design and deliver a quality assurance programme for Tenancy Services, oversee our complaint handling and undertake a range of other functions including tenancy investigations, development of SLAs and commissioning for Tenancy Services</li>
</ul>
You will be at the forefront of delivering transformational change for Tenancy Services as we roll out new Housing IT and various transformation projects aimed at improving the resident experience.
You will use your strong understanding of housing management, project management and service design skills, you will work closely with residents and the operational teams to co-design and deliver improvements to key customer journeys and processes. You will be hands-on and flexible, with a strong instinct towards collaboration and capable of inspiring and motivating others towards our vision of the future for Tenancy Services. You will be highly organised and able to manage service development projects and workstreams concurrently with the ‘day to day’ service leadership requirements of the role.
With experience gained in a social housing setting and holding or willing to work towards a Chartered Institute of Housing qualification, you will understand the differing strengths, needs and barriers to accessing services that people living in social housing often experience. You will understand the need to work holistically along customer journeys rather than in service silos, and will ensure your new service is tailored to ensure residents with additional needs are not left behind. You will support the workforce to develop the skills, behaviours and competencies required to deliver our vision through the establishment of training resources, toolkits, procedures and other guidance via our emerging workforce development plan.
Enchanced DBS is required.
As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.
If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.
We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.
To proceed with your application, you will need to create an account and submit your application.
As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.
We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.
Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.
This application process replaces a supporting statement.
Closing date for applications:&nbsp;07 December 2025 (22:59)
Interview date:&nbsp;January&nbsp;2026
We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.
The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available:&nbsp;<a href="mailto:hackneyworks@hackney.gov.uk" target="_blank">hackneyworks@hackney.gov.uk</a>

London Borough of Hackney

Head of Customer Services & Quality - Tenancy Services

<ul></ul>





Salary: £38,923 - £43,749
Grade: Level 3, Zone 1 Location:&nbsp;Holmes Road Depot, NW5 3AP Contract Type:&nbsp;Permanent
Hours:&nbsp;36, Full Time
Closing Date:&nbsp;Tuesday 2^nd December at 23:59
About Camden
Camden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We’re home to the most important conversations happening today and we’re making radical social change a reality, so that nobody gets left behind. &nbsp;Here’s where you can help decide a better future for us all.&nbsp;
About the role
This role requires organisation, multitasking, and always prioritising residents' engagement with the council.&nbsp;
You will be the first stage of customer engagement for Stage 1 complaints, along with Member and MP enquiries, and ensure these enquiries are triaged as per the council's corporate complaint handling procedures. You will also be required to engage with residents by contacting them to acknowledge receipt of their enquiry. You must ensure SLAs are met and will work collaboratively with other areas across both Housing and Property Services.
About You To find out more about what it is like to work at Camden, meet some of our People by visiting '<a href="http://www.camdenjobs.co.uk/our-stories" target="_blank">www.camdenjobs.co.uk/our-stories</a>'.
We are looking for someone who can review and categorise incoming correspondence, queries, and documentation with precision. As the first point of contact for stakeholders, you will provide clear and professional responses via telephone, email, and other communication channels. Your high-level abilities in written and oral communication, along with your skill in presenting information, will be crucial.
If you are passionate about building relationships with various groups to address barriers to resolving customer enquiries, we want you! Your interpersonal and customer service skills, along with your excellence in teamwork, collaboration, networking, and partnership building, will make you a perfect fit. As an engaging communicator, you will have the ability to lead others and inspire cooperation.
We embrace innovation and actively seek out best practices to enhance our work. If you are solution-focused, challenge constructively, and respectfully take onboard feedback to continuously improve, we would love to hear from you.&nbsp;
How To Apply
To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.&nbsp;
We strongly encourage applicants to write their applications themselves. While we understand the growing use of AI tools, we believe that personal reflection and authenticity are key to a strong application. Please avoid using AI-generated content when applying.
To view the Job Profile, please&nbsp;click HERE or copy and paste the below URL into your browser:&nbsp;
<a href="http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/11493140/file/document?inline" target="_blank">http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/11493140/file/documen…</a>
What We Offer
At Camden, you’ll receive a host of benefits including:
<ul>
<li>27 days annual leave for new starters, rising to 31 days after 5 years</li>
<li>Local Government Pension Scheme</li>
<li>Flexible working opportunities;</li>
<li>Interest free loans</li>
<li>Access to our incredible staff networks</li>
<li>Career development and training</li>
<li>Wellbeing support and activities</li>
</ul>
Visit '<a href="http://www.camdenjobs.co.uk/staff-benefits" target="_blank">www.camdenjobs.co.uk/staff-benefits</a>' for more details.
Inclusion and Belonging
At Camden, we want every colleague to feel they belong and can thrive. We welcome applications from all parts of our community, and particularly encourage people from Black, Asian and Other Ethnic Heritage communities, LGBTQ+ people, disabled and neurodiverse people, survivors of domestic abuse, and those from lower socio-economic backgrounds or with care experience. We know that different voices and perspectives make us stronger, and we are committed to providing the support, adjustments and flexibility people need to succeed. Click&nbsp;here&nbsp;for more information on our commitment.
Asking for Adjustments
At Camden, we are committed to making our recruitment process barrier-free and accessible for everyone. If you need us to do something differently during the application, interview or assessment process, just let us know and we will support you. This could include providing information in an alternative format, extra time in assessments, or adjustments for disabled, neurodiverse or long-term health conditions.
Please contact us on 020 7974 6655, at&nbsp;<a href="mailto:resourcing@camden.gov.uk" target="_blank">resourcing@camden.gov.uk</a>&nbsp;or by post to 5 Pancras Square, London, N1C 4AG. We’ll work with you to make sure the process works for you.
Anonymised Application&nbsp;–&nbsp;in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Camden Council

Case Management Triage Officer

<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0077/2000/Job_application_guidance.doc" target="_blank">Job_application_guidance</a></li>
<li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0077/2001/JD_Customer_Services_Advisor_August2025__1_.docx" target="_blank">JD_Customer_Services_Advisor_August2025__1_</a></li>
</ul>

Please apply online via the link provided.
Please note, we do not accept CVs submitted without a fully completed online application form.
Brentwood Council is committed to equal opportunities and welcomes applications from all sections of the community.&nbsp; People with disabilities will be offered an interview where they meet the Essential Criteria on the Person Specification.
It is our policy that if you have not heard back within 3 weeks of the closing date you should assume that you have not been shortlisted on this occasion.



Customer Service Advisor - Customer Services 
Permanent
Full time – 37 hours per week
Monday - Thursday 08:30-17:00, Friday 08:30-16:30
Band 5 (SCP14 - 18) - £29,540&nbsp;-&nbsp;£31,537&nbsp;per annum&nbsp;
Closing Date for accepting applications:&nbsp; 30th November 2025 - Please note if applicants numbers exceed 50 the vacancy posting will close early and initial shortlisting will take place.
(Starting salary dependent upon skills and qualifications, progression subject to satisfactory performance)
Brentwood Borough Council have an exciting opportunity for the recruitment of a Customer Service Advisor. Our Customer Services team handle all contact into both Brentwood and Rochford Councils via multiple channels and offer an excellent first point of contact for our customers.
This post will be required to work at both councils’ premises at Rochford District Council and Brentwood Borough Council.&nbsp; You may reasonably be required to work at any other of the Councils’ premises as required to meet the needs of the service.
Benefits of working here:
You will have the opportunity to work across both Council’s which are located in the south of Essex and approximately 20 miles apart.
The two areas present a blend of characteristics.&nbsp; <a href="https://www.google.com/maps/place/Brentwood+Town+Hall/@51.6183101,0.3056106,17z/data=!3m1!4b1!4m6!3m5!1s0x47d8bec0727977e5:0x572e0dd79f8eeac3!8m2!3d51.6183101!4d0.3078046!16s%2Fg%2F11rz79cvvh" target="_blank">Brentwood</a>&nbsp;is well-known for its green space and woodlands, even though it’s located within easy commuting distance of London – and the new Elizabeth Line has made this connection even better, with faster and more frequent trains.&nbsp;<a href="https://www.google.com/maps/place/Rochford+District+Council/@51.5817917,0.7050512,17z/data=!3m1!4b1!4m6!3m5!1s0x47d8d926d77923e1:0x8920b70d8c4a085e!8m2!3d51.5817917!4d0.7072452!16s%2Fg%2F1ttyv_x8" target="_blank">Rochford</a>&nbsp;is a mix of urban and rural and London Southend Airport sits within its boundaries.
We are currently operating a hybrid model of working, which enables our employees to work smarter, focusing on the importance of physical connections to meet the needs of those we provide services for, whilst balancing that with the ability to work remotely.&nbsp; Our employees are provided with the resources to be able to work in this way effectively and are provided with a laptop to do so.
In addition to this, we offer many excellent employee benefits which include, pension scheme, generous annual leave entitlement, health and wellbeing opportunities, employee assistance programme, a benefits platform offering discounts across a range of retailers.
We require highly trained motivated staff, who are passionate about going the extra mile for customers. Being part of a truly multi-channel customer contact service presents big opportunities to radically improve the way we deliver our services. You will work in a fast-paced environment and be expected to deliver a first-class service first time, every time. We can offer hybrid working arrangements to the successful candidates.
The successful applicant will:
<ul>
<li>Have strong knowledge and experience of using Microsoft Office packages</li>
<li>Experience of working within a team in a customer focused environment</li>
<li>Excellent verbal and written communication skills</li>
<li>Have a flexible working approach to attend both organisations in person, as and when required</li>
<li>Have a positive and enthusiastic approach to delivering high service standards</li>
</ul>
For an informal discussion please contact Frances Scrutton on 01277 312500 <a href="mailto:sarah.orchard@brentwood.rochford.gov.uk" target="_blank">frances.scrutton@brentwood.rochford.gov.uk</a> &nbsp;or Stephanie Meek on 01277312500 / 01702546366 <a href="mailto:stephanie.meek@brentwood.rochford.gov.uk" target="_blank">stephanie.meek@brentwood.rochford.gov.uk</a>.
Please note the successful candidate will be employed by Brentwood Borough Council.

Brentwood Borough Council

Customer Services Advisor

Title: Customer Service, Quality Assurance &amp; Knowledge Analyst Contract Type: Fixed term contract for 2 Years, full time, 35 hours per weekSalary: Starting from £35, 951 per annum (London weighted salary) or £32,188 per annum (Regional salary)Grade: 07Reporting Office: London, Stratford or Manchester, TraffordWorking Location: AgileWorking Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pmClosing date: Friday 28th November 2025 at 11pmInterview date: On a date to be confirmedPlease click here for the role profile - <a href="https://lqgroup.engageats.co.uk//ViewAttachment.aspx?enc=jmxpV+AcVus8i/wvT3FZXrrCOvCUGNWd9uca/tGZrAI3dMyH7+aRsXJPdz+CdVHAjN/BrnkZq7VNfVsNjAeePxGU+UvkNeXcBBbSdHGW69nNLQQ6b1StfX9grxG6xLqV" target="_blank">Role Profile - Quality Assurance and Knowledge Analyst.docx</a> <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">Benefits</a> 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 <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">many more</a>…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&amp;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 &amp; Knowledge Analyst, where you’ll be at the heart of shaping how we serve our customers. As a Quality Assurance &amp; 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:<ul><li>Your insights will directly improve processes, ensuring every interaction meets the highest standards.</li><li>Identify trends and root causes to proactively address issues before they impact customers.</li><li>Support knowledge management, making sure our teams have the right tools and resources to succeed.</li><li>You drive innovation, Spot trends, identify gaps, and recommend solutions that transform the way we work.</li><li>You collaborate across teams, work with customer service, housing, and leadership to create strategies that elevate the customer experience. </li></ul>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:<ul><li>The ideal candidate will have previous experience with a Housing background</li><li>Strong analytical skills and excellent attention to detail</li><li>A strong communicator, both written and verbal</li><li>MS Office and reporting skills. In particular Excel</li><li>Exceptional team working and influencing skills</li><li>A background in a previous quality assurance role is an advantage.</li></ul>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 delayWe look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&amp;Q reserve the right to not accept statements that exceed 500 words.About L&amp;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&amp;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 <a href="https://www.lqgroup.org.uk/-/media/files/careers/behavioural-framework.pdf" target="_blank">values and behavioural framework</a>, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&amp;Q.L&amp;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 <a href="https://www.lqgroup.org.uk/about-landq/our-vision-and-values/ethics-and-diversity" target="_blank">here</a> to read more. If you require any reasonable adjustments at any stage during this process, including application stage, please email <a href="mailto:lqcareers@lqgroup.org.uk" target="_blank">lqcareers@lqgroup.org.uk</a>At L&amp;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 <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq" target="_blank">here</a> to find out more about L&amp;Q and why you should join us!#TJ





<ul></ul>

London and Quadrant Housing Trust

Customer Service - Quality Assurance & Knowledge Analyst - 7282

Title: Customer Service - Intelligence and Speech AnalystContract Type: Fixed term contract for 2 Years, full time, 35 hours per weekSalary: Starting from £40,649 per annum (London weighted salary) or £36,073 per annum (Regional salary)Grade: 08Reporting Office: London, Stratford or Manchester, TraffordWorking Location: AgileWorking Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pmClosing date: Friday 28th November 2025 at 11pmInterview date: On a date to be confirmedPlease click here for the role profile - <a href="https://lqgroup.engageats.co.uk//ViewAttachment.aspx?enc=jmxpV+AcVus8i/wvT3FZXrrCOvCUGNWd9uca/tGZrAI3dMyH7+aRsXJPdz+CdVHAKeQEOqFLUNtgReX0R9+I1ysRKKw6KpZHoB7rOFzEeuhXcT8byrihj5x4wwGlXYVB" target="_blank">Role Profile - Intelligence and Speech Analyst.docx</a> <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">Benefits</a> 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 <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">many more</a>…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&amp;Q:Do you love turning conversations into actionable insights? Are you passionate about improving customer experiences through data and technology? This is your opportunity to make a real difference.As a Customer Service Intelligence, Speech &amp; Quality Analyst, you’ll play a key role in analysing customer interactions, monitoring service quality, and uncovering trends that shape our service strategyWe’re looking for a driven and customer-focused individual with exceptional analytical skills. The aim is to generate strategic insight and ensure consistent quality standards to drive customer satisfaction and process improvement.Are you up to the challenge? If you are, then you sound perfect for our team!Reporting into the Intelligence, Quality and Support Manager you will:<ul><li> Manage and maintain the speech analytics strategy, as well as design and implementation.</li><li>Use quality assurance system to enhance customer interactions to ensure compliance with quality standards and identify areas for improvement.</li><li>You will provide reports across the customer service directorate to provide accurate, reliable, and timely analysis. In order to create these reports, you will need to have strong communication skills and stakeholder management.</li><li>Collaborate with stakeholders to ensure quality assurance frameworks are being adhere to and discover actionable recommendations.</li><li>In this role, you will design and optimize IVR systems and telephony workflows to deliver seamless customer experiences</li></ul>This is a varied and challenging role that demands technical, communication and people skills. Your insights will help drive improvements needed to keep L&amp;Q at the forefront.Your impact in the role:Customer conversations hold valuable insights, but they often go untapped we need this role to:<ul><li>Unlock hidden trends in customer interactions to improve service quality and efficiency.</li><li>Ensure compliance and consistency across all communication channels.</li><li>Drive proactive improvements by identifying root causes and recommending solutions.</li><li>Support strategic decisions with data-backed intelligence that enhances customer satisfaction.</li><li>Oversee and manage the telephony system, ensuring optimal performance, configuration, and integration with analytics tools.</li></ul>What you'll bring:<ul><li>The ideal candidate will have previous experience with a Housing background</li><li> Significant data analysis experience with strong statistical problem-solving and analytical skills, ideally within housing.</li><li>Strong background of report design alongside meaningful analysis. Advanced in the use of Excel, VBA, Power Bi, Dynamics 365</li><li>Speech analytics design, process, system, and analytics experience</li><li>Experience in contact centre telephony and IVR design</li><li>Experience using a speech platform, in a customer service role to drive performance</li><li>Strong communication, collaboration, and stakeholder management skills</li></ul>If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people’s lives, then please 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&amp;Q reserve the right to not accept statements that exceed 500 words.About L&amp;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&amp;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 <a href="https://www.lqgroup.org.uk/-/media/files/careers/behavioural-framework.pdf" target="_blank">values and behavioural framework</a>, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&amp;Q.L&amp;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 <a href="https://www.lqgroup.org.uk/about-landq/our-vision-and-values/ethics-and-diversity" target="_blank">here</a> to read more. If you require any reasonable adjustments at any stage during this process, including application stage, please email <a href="mailto:lqcareers@lqgroup.org.uk" target="_blank">lqcareers@lqgroup.org.uk</a>At L&amp;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 <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq" target="_blank">here</a> to find out more about L&amp;Q and why you should join us!#TJ





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Customer Service - Intelligence and Speech Analyst - 7283

Are you experienced in working in a customer services team and looking for a new challenge? Perhaps you’re looking to kickstart your career with an exciting new job? If so, we have the opportunity for you!We are looking for a Customer Services Advisor to join our Customer Services team, in a role which is:<ul><li>Interesting, varied and never dull.</li><li>Designed to help you develop your skills and experience and progress your career.</li><li>Ideal for someone who is enthusiastic and likes to work flexibly as part of a team.</li><li>Perfect for someone who is positive, hard-working and passionate about delivering great customer service.</li></ul>About the roleOur Customer Services team is the first point of contact for our residents who need the Council’s help or advice, so this is a really important role. The successful applicant will be working in a fast-paced and busy environment. You will play a key role in supporting our residents, staff and councillors by providing advice and support on our services on a daily basis, over the phone, by e-mail and face to face in our reception.The successful applicant will work closely with colleagues from different teams across the council and will receive training to enable you to handle queries about the wide variety of services we provide.Who we’re looking forWe’d love to hear from you if you:<ul><li>Have worked in a customer services role before, including if you’ve worked in a call centre.</li><li>Have excellent customer service skills and can build and maintain relationships, comfortable talking with colleagues at all levels.</li><li>Are well organised and can remain calm, focused and professional when under pressure.</li><li>Can work under minimal supervision, making decisions on your own when needed.</li><li>Have good written and verbal communication skills with an eye for detail.</li><li>Know how to maintain databases, manage cases like applications and complaints and analyse information.</li><li>Are comfortable using technology and Microsoft Office.</li></ul>What we offerWhen you join us your expertise, skills and experience will be valued, and your career development will be our priority.We are committed to creating a collaborative and innovative environment which empowers you to thrive. You will be part of a friendly, supportive One Team culture with the chance to make a real difference.We believe in balancing hard work with fun. Our active social team organises two to three events a year, ranging from Staff Awards, quiz nights to rounders in the park, helping the workplace to be productive and enjoyable.We use Viva Engage to keep you connected and engaged and we hold regular face to face meetings, such as Chief Executive briefings to keep you in the loop.We are conveniently located close to Oxted Station and have some on-site parking.In addition to the stated pay, we offer membership and contributions towards the Local Government Pension Scheme, flexible working (giving you the opportunity to work from home for up to three days a week), flexi-time, payment of a relevant professional subscription and access to a discounted health scheme.Please visit our website for more information about working for us <a href="http://www.tandridge.gov.uk/jobs" target="_blank">www.tandridge.gov.uk/jobs</a> and download our Working for Tandridge guide.Diversity statementAt Tandridge District Councill, we pride ourselves on maintaining an inclusive workplace, ensuring that equality, fairness, and inclusion is at the heart of everything we do, and good practice is embedded in the council’s culture and services.We welcome, applications from all sectors of our community, including BAME, LGBTQ+ and all groups protected under the Equality Act.Tandridge is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.Want to know more?If this sounds like your kind of challenge and you want to be part of our friendly and supportive team, we’d love to hear from you.For an informal discussion about the role, please e-mail <a href="mailto:customerservices@tandridge.gov.uk" target="_blank">customerservices@tandridge.gov.uk</a> or call [Kerry Sargeant or Bradley Saffery] on 01883 722000.Local Government ReorganisationSurrey is part of the government’s plans for local government reorganisation. This means the current two tier system, where services are split between Surrey County Council and district and borough councils like Tandridge, will be replaced with larger councils, which handle all local services. Although this may lead to some uncertainty for anyone considering a role with us, we need to continue to provide services. When local government is reorganised, most staff will transfer to the new council on their current terms and conditions. Being part of a larger organisation may offer additional opportunities for career development and variety. The majority of the roles we currently have will still be needed whether that is for planning, housing, recycling and waste, finance, IT, HR etc. Find out more about what <a href="https://www.tandridge.gov.uk/Your-council/Local-government-reorganisation-LGR" target="_blank">local government reorganisation</a> means for us.





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Tandridge District Council

<h4>About the role</h4><h4>Role Summary</h4>To liaise with operational Managers, Supervisors and operatives to ensure compliance with contractual service standards. To efficiently appoint work, supporting operatives to achieve productivity targets. To deliver an effective maintenance service which results in customer satisfaction in line with contractual KPIs/Measures.<h4>Salary:</h4>£27,000 to £29,000<h4>Hours of Work:</h4>40<h4>Contract:</h4>Permanent<h4>Probation Period:</h4>6 months<h4>Notice Period:</h4>1 month<h4>Who are we?</h4>TCH Repairs is our in-house Direct Labour Organisation (DLO), working alongside Town &amp; Country Housing to deliver responsive, high-quality maintenance and repair services to our residents. Their skilled team ensures our homes are safe, well-maintained, and meet the standards our customers deserve. By keeping repairs in-house, we’re able to provide a more personal, efficient, and accountable service.We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years, we’ve invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area, all working together to build thriving communities and deliver excellent customer service.<h4>Meet your Manager</h4>I have worked in social housing for 11 years in the repairs department. I started my journey working in the call center, I then moved into planning and progressed into a senior manager. As the senior planner I am responsible for a team of planners who are the pivotal point for the repairs contract. In my spare time I like gardening, reading, and spending time with my family.Emily Johnson, Senior Planner<h4>What will you be doing?</h4><h4>Role Specific Responsibilities</h4>• Assist in the effective delivery of the service operation by optimising the use of, principally, direct labour and specialist subcontractor resources available and develop and implement robust and effective procedures to achieve contract requirements. • Be responsible for works scheduling/planning, ensuring the correct trades are allocated, that they are provided appropriate appointment slots for the type of work and that the appointments are managed geographically to be travel efficient. Promote and maximize 1st time fix • To ensure all works orders received are scheduled immediately upon receipt via the mailboxes, portal and interactive planner and thereafter completed within target timescales leading to delivery of contractual key performance indicators. • Monitor systems to ensure appointments made are kept by the workforce, all system administration including completions, rejected appointments and contractor information and report appointment failings immediately to the manager. • Monitor all workflows and identify follow on works to ensure that they exceed no more than 5% of overall WIP target. Ensure all works are scheduled in a timely manner with the appropriate resource allocated. Report any trends to manager for system review. • Production, monitoring and communication of WIP to include routine and voids works versus target • A clear commitment to a customer-centred service and continuous improvement. • Work with Supervisors and Managers to provide feedback relating to operative conduct, absence, performance including PDA usage formed from daily checks • Coordinate appointments where multiple trades or subcontractors are required to attend • To work in conjunction with the allocated Supervisor review diaries, ensuring that works are ready to commence pending materials, tests and overall timescales to optimise service delivery and productivity • To fully assist and co-operate colleagues in the progress and investigation of complaints, effectively deal and respond. to queries and complaints from tenants, staff, and residents relating to services and service delivery • Liaise with the client to ensure all relevant databases are up to date. • Assist with the collation of supplies and material information from our approved suppliers and record cost data appropriately. • Ensure consistent and pro-active approach to role at all times, carrying out other duties as may be required from time to time in order to maintain an efficient operation of all aspects relating to the needs of the team TCH Repairs (additional training will be provided as required)<h4>General</h4><h4>About You</h4><h4>Education &amp; Qualifications</h4><h4>Key Skills &amp; Competencies</h4>• Previous Planning/Scheduling experience - Essential • Confident using Microsoft excel, word and outlook - Essential • Ability to communicate effectively both verbally and in writing - Essential • Be able to work as a team and independently - Essential • Previous experience in social housing repairs and maintenance - Desirable<h4>Behaviours</h4><h4>Why Choose Us</h4><ul><li>25 days, increasing to 28 days at 5-years of service and 30 days at 10-years service</li><li>Pay review every year.</li><li>Up to £3,000 colleague referral fee.</li><li>Contributory pension scheme with 4% to 10% matched contributions.</li><li>Life Insurance.</li><li>24/7 Digital GP service and counselling helpline (including face to face sessions)</li><li>Free eye test voucher annually and contribution towards glasses.</li><li>Free annual flu jab.</li><li>Two volunteer days per year.</li><li>Extensive annual staff wellbeing programme of events.</li><li>Career development and vocational training opportunities.</li><li>Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)</li><li>Annual flu vaccinations</li><li>Access to an extensive range of corporate discounts on shopping travel, &amp; days out.</li><li>Social events, including rounders, festive Fridays and lunch time walking</li><li>Travel loan</li><li>Long service awards</li></ul><h4>Our Values</h4>Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:<h4>Equal Opportunities Statement</h4>TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.<h4>Apply</h4><h4>Internal Applications</h4>Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to <a href="mailto:recruitment@tch.org.uk" target="_blank">recruitment@tch.org.uk</a>.For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.If you have any questions, or require further clarification, please speak to HR.<h4>External Applications</h4>Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.Please note: As an employer, Town &amp; Country Housing does not provide sponsorship as a licensed UK employer.<h4>Key dates</h4><h4>Applications Close:</h4>Friday, 14 November 2025<h4>Interview Date:</h4><a href="https://prteam.typeform.com/to/opW2uuH7" target="_blank">Apply now</a>





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9 Customer Service Jobs in Grays, UK