Location
- Home-Based with optional hybrid work at Stratford, London, or Trafford, Manchester.
Type
- Full-Time (35 hours per week), Monday to Friday, with shifts scheduled between 8 am – 6:15 pm.
Salary (£)
- £26,286 per annum (London)
- £25,210 per annum (Outside London)
About L&Q
L&Q is one of the UK’s largest and most successful independent social businesses, housing around 250,000 people in more than 100,000 homes. They focus on providing affordable homes and long-term partnerships in communities across London, the South East, and North West. L&Q combines social purpose with commercial drive, reinvesting profits into their mission to provide everyone with a quality home they can afford.
Job Details
Benefits
- Competitive salary with additional earning potential of up to £2,500.
- £500 one-time reward upon passing probation.
- Up to £2,000 for becoming multiskilled (£500 per new skill, max £1,500).
- Strong family-friendly policies.
- Remote work model.
- Comprehensive learning and development opportunities.
- Annual leave starting from 28 days, rising to 31 days, plus bank holidays.
- Westfield Health Cash Plan.
- Excellent pension scheme with double contribution up to 6%.
- Generous non-contributory life assurance.
- Employee Assistance Programme.
- Certification as a Great Place to Work in 2022.
- Recognized as one of the UK’s Best Workplaces for Women.
Requirements
- Strong verbal and written communication skills.
- Excellent listening and empathy skills.
- Ability to work under pressure and manage time effectively.
- Proficiency in navigating multiple software applications.
- Confidence in individual work and collaborative team environments.
- Self-driven with a focus on achieving KPIs and departmental objectives.
- Prior experience in customer service roles is desirable.
Salary Details
- London: £26,286 per annum.
- Outside London: £25,210 per annum.
- Potential for additional earnings through multiskilling and performance bonuses.
About the Role
The Customer Service Advisor will be the primary point of contact for residents, addressing a wide range of inquiries including maintenance, housing management, account information, and general leasehold questions. The role demands ownership of queries, providing first-contact resolution wherever possible, and adherence to company policies and procedures. This position requires clear communication, empathy, and the ability to work in a fast-paced environment. Advisors will need to manage confidential records accurately and maintain a high level of customer satisfaction.
Key Responsibilities
- Serve as the first point of contact for residents, handling inquiries across multiple channels.
- Provide accurate information and resolve issues in areas such as maintenance, housing management, and account information.
- Maintain confidentiality of customer records and ensure compliance with company policies.
- Collaborate with other departments as needed.
- Contribute to meeting departmental KPIs and company objectives.
Additional Information
L&Q values work-life balance and offers flexible working arrangements. The recruitment process involves a two-stage assessment, including a telephone interview and an online competency-based assessment. L&Q is committed to inclusion and supports environmental and social responsibility in its operations.
Equal Opportunity Statement
L&Q is an equal opportunity employer committed to diversity, inclusion, and a work environment free from discrimination. They are proud to be a Stonewall Diversity Champion and a Disability Confident employer.
Note: When Applying, use this Referral Code: OMOLARA.
