Title: Customer Relations Officer – Delivery Team West, Major Works
Contract Type: Permanent, Full Time, 35 Hours per week
Salary: Starting from £34,381 per annum, dependant on experience. Plus Essential Car User Allowance £1,300 per annum
Grade: 6
Reporting Office: London, Stratford
Persona: Agile Worker: 20% – 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 3rd June 2026 at 11pm
Interview Dates: 9th June 2026, Face to Face interviews at our Stratford Office
Please click here to view your role profile
Benefits
- 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
- many more
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
With effect from February 2026, L & Q reserve the right to not shortlist applications from candidates with 3 or more unsuccessful applications within the last 24 months.
About the Role
Join our Delivery Team at L & Q. An exciting opportunity has arisen to join our Delivery Team as a Customer Relations Officer. Reporting to the Customer Relations Manager, you will play an important role in supporting residents through major works, helping to manage queries, resolve complaints, and ensure expectations are clear and understood. Working closely with colleagues and partners, you will help deliver a positive experience and contribute to improving our Major Works services.
Over the next 13 years, the Major Works Investment Programme will make sure every resident has a safe and decent home to live in, with our homes maintained to the Decent Homes Standard. The programme covers all L & Q rented homes and communal areas in building with leasehold and shared ownership homes.
Customer Relations Officers work as part of a supportive, collaborative team and are aligned to a specific region within L & Q. Regular site attendance is a key part of the role, enabling you to build relationships, support residents, and work closely with delivery partners.
If this sounds like you, we would love for you to apply!
Your Impact in the Role
Support residents through major works and make a real difference when it matters most.
In this role, you will use your customer service skills to support residents when it matters most, handling complaints with empathy, professionalism, and confidence. You will work closely with delivery teams, contractors, and neighbourhood colleagues to ensure residents feel heard, supported, and valued throughout internal and external planned works.
A key part of the role is building relationships face to face. You will regularly visit sites to meet with delivery partners, review works on site and work collaboratively to resolve issues and move things forward. You will also play an active role in community life, attending coffee mornings and resident engagement sessions, helping to build trust and strong connections.
Alongside this, you will provide support with high level correspondence, including enquiries from MPs, Councillors, legal representatives, and the Housing Ombudsman.
If you enjoy being out on site, building relationships, and making a real and visible difference in the lives of residents, this is a role where your impact will be felt every day, and where you can take real pride in the difference you make.
What You’ll Bring
- Experience supporting customers and delivering a positive, high‑quality service
- Strong communication skills, with confidence engaging a wide range of people
- A collaborative approach, with the ability to work effectively in a busy, varied environment
- Confidence using IT systems, including MS Office or similar
- The ability to keep clear, accurate records and produce reports when required
- Experience supporting the resolution of complaints and managing customer expectations with empathy and professionalism
- Demonstrates an understanding of how day‑to‑day activities can impact budgets and overall financial performance
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
*ECU Allowance is paid in accordance with requirements of the relevant policy as updated from time to time.
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