Customer Relations Manager

L&Q; London Borough of Newham; Hybrid; GBP 49,000 - 54,000; Full time

Benefits offered by this job

Excellent pension plan

Annual leave 28–31 days

Health plan

Life assurance

Volunteer days

Employee support

Job summary

L&Q Living is hiring a Customer Relations Manager to lead the Major Works Team across London and the North West, delivering outstanding service and managing stakeholder communications.

In a hybrid role based in London Stratford or Manchester Trafford, you will guide a regional team of four, coordinate with delivery partners, handle MPs and Housing Ombudsman inquiries, and drive service improvements aligned with policy and resident needs.

Qualifications

• Experience leading teams to deliver excellent customer service.
• Experience in public-facing environments with stakeholder contacts.
• Strong letter and report writing skills and influence.

Responsibilities

• Lead and develop a regional customer relations team of four.
• Ensure high-quality end-to-end customer service and timely responses.
• Coordinate with delivery teams and contractors to meet residents' needs.
• Handle communications with MPs, Councillors, Legal representatives and Housing Ombudsman Service.

Skills

Leadership

Customer service

Communication skills

Influencing

Stakeholder engagement

Tools

Excel

Word

PowerPoint

Job description

Contract Type:Permanent, Full Time, 35 hours per week

Salary:£48,691 per annum to £53,725 perannum (London weighted salary) or £42,668 perannum to £47,406 per annum (Regional salary) dependant on experience

Grade: 9

Reporting Office: London, Stratford or Manchester, Trafford

Persona:Agile Worker: 20% - 40% of contractual hours to be worked from reportingoffice/working location (hybrid working)

Closing Date:24th November 2026 at 11pm

Interview Dates:3rd and 4th December 2026, face to face interviewsat our Stratford, London office

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 …

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 Major Works Team at L&Q:

L&Q is one of the UK’s largest housing associations and providers of social and affordable homes. We house around 250,000 people primarily across Greater London and Greater Manchester. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of .

The Major Works Team are recruiting for a newly created role of Customer Relations manager to manage a regional team of 4. You will be responsible for the leadership and management of the team and lead the team to handle customer & stakeholder communications in line with agreed policies and procedures.

Your impact in the role:

Leading by example, to deliver an excellent level of customer service, keeping residents informed with high-quality verbal and written communication.

You will work closely with the delivery team and contractors to ensure excellent end-to-end customer service. Also Manage and respond to correspondence from MPs, Councillors, Legal representatives, and Housing Ombudsman Service.

The Customer Relations Manager will be responsible for maintaining relationships with key stakeholders and partners, promoting and representing L&Q and Customer Relations - including Housing Ombudsman Service and other Housing organisations

What you'll bring:

• Experience in leading and motivating others to always deliver excellence in customer service.
• Experienced in delivering customer focused services in a demanding, public facing environment
• Communication & influencing skills: must be highly credible in influencing colleagues. Strong letter and report writing skills
• Manages stress & hostility and presents an air of impartiality and balance in dealing with customer and internal departmental conflicts
• Excellent verbal and written communications skills, able to develop and influence relationships at all levels
• Excellent IT skills, in Excel, Word, and PowerPoint

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 – 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!

Location: London - Stratford or Manchester - Trafford