Customer Service Advisor (Homeworker or Agile to Manchester) at L&Q, London
L&Q · Direct employer
£28,275 a year
London · Permanent
Contract Type: Permanent
Salary: £28,275 per annum (London weighted salary) or £26,710 per annum (Regional weighted salary)
Grade: 3
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working) OR
Homebased Worker: Contractual hours to be worked on a remote basis, with ad hoc office attendance as required
Working Pattern: Full time, 35 hours per week, scheduled between 8am - 6:15pm, Monday - Friday
Closing Date: Monday 16th November 2026
Interviews: Tuesday 1st December - Friday 4th December 2026
Start date: Monday 18th January 2026
Training: Day 1 in the office (Stratford in London or Trafford in Manchester, depending on your location) for IT collection and Welcome to L&Q induction. Once started, there will be 7 weeks of mandatory training, via Microsoft Teams for Homeworkers and mixture of office and homebased training for Agile workers.
Please click here for the role profile Customer Service Advisor Role Profile.docx
For more information on our Customer Service Advisor roles and to learn more about our L&Q Contact Centre
please click on the attached documen t - Customer Service Advisor Supporting Document.pdf
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 and many more ...
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.
Join our Award-Winning Customer Service Centre at L&Q!
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.
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.
- 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 email (url removed)
About L&Q:
We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Our purpose is simple - to provide social homes and landlord services that everyone can be proud of.
250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.
People are at the heart of our business and 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 corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q - click here to read more.
At L&Q, we know that diversity and inclusion make us stronger - and they're at the heart of everything we do.
When we recruit, we look at what really matters: your skills, experience, and potential. We're proud to be recognised for creating an inclusive workplace. We're a Disability Confident Leader (Level 3) and we've introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It's all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here .
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.
Click here to find out more about L&Q and why you should join us!
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