Customer Service Advisor

Title: Customer Service Advisor
Contract Type: Permanent
Salary: £26,775 (London weighted salary), £25,210 (regional weighted salary) per annum.
Grade: 3
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: Hours: 35 hours per week, scheduled between 8am - 6:15pm, Monday - Friday
Closing Date: 29th June 2026
Interviews: 14th July - 17th July 2026
Start date: 26th August - 27th August 2026
Training: 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

Location: London - Stratford or Manchester - Trafford