Customer Service Advisor | Home-Based or Hybrid Role (Apply Now)

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.