Customer Service Team Leader 18M FTC 7525

Title: Customer Service Team Leader

Contract Type: 18-Month FTC Full Time 35 hours

Salary starting from 40649 per annum (London weighted salary) or 36073 per annum (Regional salary)

Grade: 08

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: Monday to Friday shifts been 8:00am 20:00pm

Closing Date: 19^th February 2026

Interviews will be held over MS Teams during w/c 2^nd March 2026

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.

Please click here for the role profile -Customer Service Team

Join our award-winning Customer Service Centre at L&Q!

At L&Q were passionate about delivering outstanding customer experiences and inspiring teams to achieve excellence. Thats why were looking for a dynamic leader to join us and make a real impact in our fast-paced inbound customer service centre.

As a Customer Service Team Leader youll lead and motivate a large team of up to 17 people driving performance and ensuring first-class service for our residents. Youll bring proven experience in managing high-volume customer service environments and a talent for coaching and developing people to reach their full potential.

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

Your Impact in the Role:

• Leading from the front setting the standard for excellence and stepping in to support your team when needed.
• Driving performance to meet and exceed KPIs while fostering a culture of accountability and success.
• Acting as a confident and effective coach inspiring and developing your team to deliver exceptional customer service.
• Promoting collaboration across teams and championing a right-first-time approach for every customer interaction.
• Playing a key role in leading change initiatives ensuring processes are efficient and customer experiences are consistently outstanding.

What Youll Bring:

To excel in this role youll bring together strong leadership adaptability and a genuine passion for delivering outstanding customer service.

• Have a proven track record of coaching and developing team members while achieving departmental goals and managing a remote team.
• A proactive hands-on approachleading by example and stepping in to handle customers enquires at peak times.
• Exceptional communication skills with the ability to promote collaboration across teams with excellent stakeholder management.
• Self-driven and resilient with a creative solution-oriented mindset.
• Analytical and detail-oriented you identify issues in data systems and reporting driving creative solution-focused outcomes.
• Results-driven consistently aiming to meet and exceed KPIs while thriving in a fast-paced dynamic environment.
• Proven experience in leading a team to manage digital platforms and communication with customers.

If youre ready to make a meaningful impact drive performance and keep customers at the heart of everything you doapply today!

If you require any reasonable adjustments at any stage during this process including application stage please email

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.

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.

At L&Q we know that diversity and inclusion make us stronger and theyre at the heart of everything we do.

When we recruit we look at what really matters: your skills experience and potential. Were proud to be recognised for creating an inclusive workplace. Were a Disability Confident Leader (Level 3) and weve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair transparent and consistent. Its all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome - Find out more here.

Sustainability is also 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.

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