L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.
As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.
In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.
Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.
Senior Customer Liaison Officer
Fixed term contract 12 Months
Cray House Sidcup DA14, West Ham Lane, Stratford London, Sale Point, Manchester
Agile Working (Office and home working)
Starting from £31,534 or £27,880 nationally
Closing date for completed applications
Week commencing 1st August 2023
Our customers are the most important part of our business and as a senior member of the Customer Liaison Team, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time.
This is a fantastic position within the heart of the Customer Liaison Team and the successful applicant will play a crucial part in putting things right for our customers and winning back their trust and respect.
With the support of the Head of Customer Resolution you will lead and manage a team of Customer Liaison Officers managing complaints about the work our Maintenance Operatives and Sub-Contractors do in our residents’ homes. As the ‘voice and face’ of L&Q you must have demonstrable experience of delivering customer focused services in a demanding public facing environment.
Working collaboratively with other departments across L&Q you will ensure effective and efficient delivery of services to our customers. Building and maintaining strong relationships will be essential to perform well in this role – as are excellent written and verbal communication skills.
Other duties will include:
- Managing escalated complaints
- Allocation of work and ensuring your team deliver on our promises
- Maintaining high quality records and notes on the system
- Feeding back the cause of complaints to prevent recurrence
If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people’s lives, then please apply without delay!
Our benefits package includes:
- Agile working
- Strong family friendly policies
- Committed Learning & Development
- Annual leave starting from 26 days rising to 31 PLUS bank holidays
- Excellent Pension Scheme – double contribution up to 6%
- Generous non-contributory life Assurance
- An Employee Assistance Programme
- Great places to work certified 2022
- Best Workplaces for Women – ranked 23 in the UK
- Up to 21 volunteering hours per year
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be always demonstrated when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.
Our commitments:
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g., a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.
L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the Southeast.
As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity, and confidence in our communities through our £250 million L&Q Foundation and our skills academy.
Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.