Case Manager 8317 - Oct 2026

London and Quadrant Housing Trust; City Of London; Hybrid; GBP 37,000 - 41,000; Full time

Benefits offered by this job

Excellent pension plan

28 days annual leave + bank holidays

Westfield Health Cash Plan

Life assurance

Volunteering days

Employee Assistance Programme

Job summary

London and Quadrant Housing Trust is seeking a Case Manager to join the Service Charge Team. You will oversee end-to-end management of repairs and service requests, ensuring timely resolution and clear communication with residents and stakeholders.

This 12-month FTC, full-time role offers hybrid working (20-40% in office), with London-weighted salary £37,451–£41,045 or regional £33,688–£37,093, depending on experience.

Qualifications

• Experience in customer-focused services within housing or repairs.
• Excellent verbal and written communication skills.
• Ability to coach and mentor frontline staff.
• Proficient IT systems use and producing accurate reports.
• Analytical mindset with awareness of financial impacts.
• Capable of working collaboratively in a fast-paced, target-driven environment.

Responsibilities

• Oversee open and high-priority cases end-to-end.
• Intervene to resolve complex or overdue issues.
• Support Contact Handlers in service delivery.
• Coordinate communications with clients and residents.
• Ensure repairs are completed and documented accurately.
• Log and track follow-up works.
• Perform quarterly reconciliations and audits.
• Drive continuous improvement and SLA compliance.

Skills

Customer-focused service

Strong communication

Coaching & mentoring

IT systems & reporting

Analytical mindset

Team collaboration

Job description

INTERNAL only vacancy:

This vacancy is only available to employees of L&Q and its subsidiaries. Any applications received from external candidates will not be progressed.

If anything in regards to your sensitive information has changed, please ensure you update this on your iPal account. This supports us in monitoring and improving our diversity and representation across the business.

Title:

Case Manager

Contract Type:

12 Month FTC, Full-Time, 35 hours per week

Salary:

£37,451 to £41,045 per annum (London weighted salary) or £33,688 to £37,093 perannum (Regional Salary) dependant on experience

Grade:

7

Reporting Office:

Stratford, London or Manchester, Trafford

Persona: Agile Worker:

20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date:

4th November 2026

Interview Dates:

Dates to be confirmed (Via Teams)

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.

Join our Service Charge Team at L&Q!

Are you ready to take ownership of complex cases and lead service delivery from start to finish? This is your opportunity to join a newly formed team at L&Q supporting our strategic relationship with Metra Living.

As a Case Manager, you'll oversee the end-to-end management of repairs and service requests, ensuring timely resolution, excellent communication, and continuous improvement. You'll play a key role in maintaining service standards and supporting both our Relationship Manager and Contact Handlers.

You'll report to the Head of Managing Agent Relationships and work closely with the wider B2B Hub and operational teams.

Your Impact in the Role:

• Maintain oversight of open and high-priority cases
• Intervene to resolve complex or overdue issues
• Support Contact Handlers
• Coordinate communications with clients and residents
• Ensure repairs are completed and documented accurately
• Log and track follow-up works
• Perform quarterly reconciliations and audits
• Drive continuous improvement and SLA compliance

Key Relationships:

• Work closely with our Relationship Manager, Contact Handlers and operational teams
• Liaise with Metra Living and internal departments to ensure smooth service delivery

How You'll Help Achieve Departmental Goals:

• Ensure timely and high-quality resolution of cases
• Support team performance and service consistency
• Identify and resolve process bottlenecks
• Maintain accurate records for reporting and cost recovery

What you'll bring:

Essential:

• Experience in customer-focused services within housing or repairs
• Strong verbal and written communication skills
• Ability to coach and mentor frontline staff
• Skilled in using IT systems and producing accurate reports
• Analytical mindset with awareness of financial impacts
• Ability to work collaboratively in a fast-paced, target-driven environment

Desirable:

• Experience in process improvement and SLA monitoring
• Familiarity with reconciliation and audit practices

If you require any reasonable adjustments at any stage during this process, including application stage, please email [e-mail]

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.

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.

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.