Customer Service Advisor

Customer Service Advisor (Agileto Manchester)

Title:Customer Service Advisor

Contract Type: Permanent

Hours:35 hours per week between 8am - 6pm, Monday to Friday

Grade: 3

Persona: Agile/hybrid, office based 20-40% of week (Office based 1-2 days a week after training, 100% office based through induction training, minimum 6 weeks)

Reporting Office: Nexus House, 4 Brindley Road, Old Trafford M16 9HQ

Starting Salary: £26,710 per annum (Regional salary)

Application Closing Date:3rd August 2026

Interviews to be held via MS Teams between 11 th to 14 th August.

Benefits include

• 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 andmany more

At L&Q, delivering excellent customer service is at the heart of everything we do. As a Customer Service Advisor,you'llbe the first point of contact for our residents, handling a wide range of enquiries and ensuring every interaction is professional, empathetic, andsolution-focused.You'llplay a key role in supporting our commitment to customer satisfaction by resolving queries efficiently and contributing to the overall success of the team.

You'llbe working in a fast-paced, high-volume environment. Our North West Customer Service Centre receives up to 800 calls a day, sostrong communicationskills, resilience, and the ability to manage your time effectively are essential. The predominant contact channel is phone, but we also answer emails. The aim is to resolve queries at first point of contact!

With excellent training and development opportunities, this is a great chance to grow your career in a vibrant and supportive team.Ifyou'repassionate about helping people, thrive under pressure, and are driven to exceed expectations,we'dlove 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 ofenquiries 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, ensuringaccurateandtimelyresponses.
• Maintain clear and confidential records of all customer interactions, usingappropriate systemsand tools.
• Collaborate with internal teams to resolve complex issues and contribute to departmental KPIs and service excellence.

Who we are looking for

• We are looking for candidates who are self-motivated and passionate about providing customer service standards that exceed expectations!
• To be successful, you'll need to have:
• Excellent verbal and written communication skills, with the ability to listen actively and respond empathetically.
• Relevant customer service experience, including working in a fast paced targeted environment.
• Resilience and professionalism when handling challenging conversations.
• Strong time management and organisational skills, with the ability to prioritise in a fast-paced environment.
• Basic knowledge of standard office systems, equipment and/or software and administrative processes- technical training will be provided in the role
• Confidence in using multiple software systems while engaging with customers.
• A team player who can also work independently and take responsibility for personal development.
• A proactive, solutions-focused mindset with a commitment to delivering high-quality service.

Mandatory Training

This is an agile role, mixture of office and homeworking. However, there will be a requirement to work from the office during training.

If you require any reasonable adjustments at any stage during this process, including application stage, please

About L&Q

We'reone of the UK's leading housing associations and developers. We were founded on a simple belief:high qualityhousing is vital for people's health,happinessand security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties 'home', andwe'reproud to serve diverse communities across London, theSouth EastandNorth Westof England.

People are at the heart of ourbusinessand our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporatevalues and behavioural framework , which outlines our core expectations and should bedemonstratedat all times, and all levels, whenrepresentingL&Q.

At L&Q, we know that diversity and inclusion make us stronger - andthey'reat the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential.We'reproud to be recognised for creating an inclusive workplace.We'rea Disability Confident Leader (Level 3) andwe'veintroduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent.It'sall part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.

Sustainability isalsoat the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.