Customer Service Advisor
Customer Service Advisor
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Job Description
Title: Customer Service Advisor
Contract Type: Permanent
Salary: 26775 (London weighted salary) 25210 (regional weighted salary) per annum.
Reporting Office: London Stratford or Manchester Trafford
Working Location: Homeworking
Working Pattern: 35 hours per week scheduled between 8am 6:15pm Monday Friday
Closing Date: Friday 8th August 2025
Interview Dates: 19th-22nd August 2025
Training:There will be 7 weeks of mandatory training via Microsoft Teams
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 Customer Service Centre at L&Q:
We are large company and we are still growing! The Customer Service Centre alone receives circa 3500 inbound calls per day. It is a vibrant and fun department with excellent training and promotion opportunities. Were looking for someone who can demonstrate strong communication skills and has experience of prioritising and managing their own time. To be successful youll need to be a high achiever who strives to meet and exceed KPIs. This will be measured against the high standards of customer satisfaction we set ourselves are you up to the challenge
If you are we would love for you to apply!
Your impact in the role:
- Be the first point of contact for our residents. Provide first contact resolution where possible through ownership of queries and taking the relevant action required.
- Deal with a wide range of enquiries which could include: maintenance repairs new and existing housing management account information such as paying rent money advice and support Buying and selling property and general leasehold enquires.
- Answers customers messages via multiple channels such as telephone email and any inhouse packages to enhance the customer service experience.
- Provide accurate and appropriate information to the enquiry.
- Keep confidential records of customer interactions transactions comments and complaints using the appropriate tools/ systems.
- Comply with company policy and procedures.
- Advocate L&Q Values.
- Liaise with other departments where needed.
- Play an active role towards departmental KPIs and company objectives.
What youll bring:
- Clear communication skills both written and verbal
- Excellent listening skills.
- Remain resilient and focused while handling difficult conversations.
- Be able to work in a fast-paced environment and under pressure.
- Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders.
- Able to use positive and empathetic language to influence both internal and external stakeholders.
- Confidence to work individually whilst also having the ability to work collaboratively playing an active role in both your team and overall department.
- Responsible for your own time management and adhering to schedule.
- Computer literacy to be able to navigate multiple company software applications while still actively listening. - Problem solver using own initiative and take a common sense approach.
- Target driven to achieve your individual KPIs and objectives
- Be responsible for your own learning (seeking advice support help and guidance when required
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:
Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250000 people call our properties home and were 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
At L&Q sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.
Click here to find out more about L&Q and why you should join us!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
