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Title: Customer Service Advisor
Contract Type: Permanent
Salary: £28,275 (London weighted salary), £26,710 (regional weighted salary) perannum.
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: Hours: 35 hours per week, scheduled between 8am – 6:15pm, Monday – Friday
Closing Date: Monday 03rd August 2026
Interviews: Tuesday 18th August – Friday 21st August 2026
Start date: Monday 05th October 2026
Training: Once started, there will be 7 weeks of mandatory training via Microsoft Teams

Please click here to view the role profile and supporting document - Customer Service Advisor Role Profile.docx & Customer Service Advisor recruitment Support document.pdf

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

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 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…

Join our Award-Winning Customer Service Centre at L&Q!

At L&Q, delivering excellent customer service is at the heart of everything we do. As a Customer Service Advisor, you’ll be the first point of contact for our residents, handling a wide range of enquiries and ensuring every interaction is professional, empathetic, and solution-focused. You’ll play a key role in supporting our commitment to customer satisfaction by resolving queries efficiently and contributing to the overall success of the team.

You’ll be working in a fast-paced, high-volume environment. Our Customer Service Centre receives around 3,500 calls a day, so strong communication skills, resilience, and the ability to manage your time effectively are essential. With excellent training and development opportunities, this is a great chance to grow your career in a vibrant and supportive team.

If you’re passionate about helping people, thrive under pressure, and are driven to exceed expectations, we’d love to hear from you!

Your Impact in the Role

• Be the first point of contact for L&Q residents, delivering exceptional customer service across a wide range of enquiries including repairs, housing management, rent payments, leasehold queries, and more.
• Resolve customer queries at first contact wherever possible, taking ownership and following through to ensure a positive experience.
• Communicate with customers through multiple channels including phone, email, and internal systems, ensuring accurate and timely responses.
• Maintain clear and confidential records of all customer interactions, using appropriate systems and tools.
• Collaborate with internal teams to resolve complex issues and contribute to departmental KPIs and service excellence.

What You’ll Bring

• Excellent verbal and written communication skills, with the ability to listen actively and respond empathetically.
• Resilience and professionalism when handling challenging conversations.
• Strong time management and organisational skills, with the ability to prioritise in a fast-paced environment.
• Confidence in using multiple software systems while engaging with customers.
• A proactive, solutions-focused mindset with a commitment to delivering high-quality service.
• A team player who can also work independently and take responsibility for personal development.
• Experience in customer service and a passion for helping people.

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!

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