Title: Customer Service AdvisorContract Type: PermanentSalary: £26,775 (London weighted salary), £25,210 (regional weighted salary) per annum.Grade: 3Reporting Office: London, Stratford or Manchester, TraffordPersona: 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 – FridayClosing Date: 29th June 2026Interviews: 14th July – 17th July 2026Start date: 26th August – 27th August 2026Training: Once started, there will be 7 weeks of mandatory training via Microsoft Teams
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 and many more.
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 emaillqcareers@lqgroup.org.uk
Location: London – Stratford or Manchester – Trafford
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