Customer Service Advisor 7264

We build homes for sale or rent across the country; Greater London; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A leading housing association in the UK is looking for a Customer Service Advisor to handle resident queries on maintenance and housing management. The role requires excellent communication skills, resilience in difficult conversations, and the ability to work under pressure. This position offers competitive benefits and flexibility, with a remote working setup and mandatory training. Ideal candidates will have strong organizational skills and be able to document customer interactions accurately.

Benefits

Excellent pension plan

28 days annual leave

Employee Assistance Programme

Qualifications

• Must have strong communication skills both written and verbal.
• Ability to handle difficult conversations with resilience.
• Experience in problem-solving using initiative.

Responsibilities

• Provide first contact resolution for residents.
• Handle maintenance and housing management enquiries.
• Document customer interactions and comply with policies.

Skills

Clear communication skills

Excellent listening skills

Resilience in difficult conversations

Ability to work under pressure

Computer literacy

Time management

Job description

Overview

Title: Customer Service Advisor

Contract: Permanent full time - 35 hours per week.

Salary: London 26775; Outside London 25210 per annum.

Grade: 3

Reporting office: London Stratford or Manchester Trafford.

Persona: Homebased Worker: Contractual hours to be worked on a remote basis with ad hoc office attendance as required.

Working pattern: Monday to Friday between 8am and 6:15pm

Closing date: 17th November 2025 at 11pm

Interviews: 2nd December to 5th December 2025

Start date: 26th January 2026

Training: There will be 7 weeks of mandatory training via Microsoft Teams

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Responsibilities

• Be the first point of contact for our residents. Provide first contact resolution where possible through ownership of queries and taking the relevant action required.


• Deal with a wide range of enquiries which could include: maintenance repairs, new and existing housing management, account information such as paying rent, money advice and support, buying and selling property and general leasehold enquiries.


• Answer customer messages via multiple channels such as telephone, email and any inhouse packages to enhance the customer service experience.


• Provide accurate and appropriate information to the enquiry.


• Keep confidential records of customer interactions, transactions, comments and complaints using the appropriate tools / systems.


• Comply with company policy and procedures.


• Advocate L&Q Values.


• Liaise with other departments where needed.


• Play an active role towards departmental KPIs and company objectives.

What you’ll bring

• Clear communication skills both written and verbal


• Excellent listening skills


• Remain resilient and focused while handling difficult conversations


• Be able to work in a fast-paced environment and under pressure


• Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders


• Able to use positive and empathetic language to influence both internal and external stakeholders


• Confidence to work individually whilst also having the ability to work collaboratively playing an active role in both your team and overall department


• Responsible for your own time management and adhering to schedule


• Computer literacy to be able to navigate multiple company software applications while still actively listening. Problem solver using own initiative and take a common sense approach


• Target driven to achieve your individual KPIs and objectives


• Be responsible for your own learning (seeking advice, support, help and guidance when required)

Notes: If offered a permanent role you\'ll receive a competitive annual salary with the potential to earn an additional 2,500. We issue a one-off reward of 500 for passing probation and you\'ll receive up to 2,000 when you become multiskilled / learn new telephone channels (500 per skill max 1,500 within the first 18 months).

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

Due to operational requirements of the business including the need to provide service users and residents access to L&Q employees who are responsible for responding to all repair requests including emergency and health & safety issues, handling income and financial enquiries such as rent payments and resident support and managing housing-related queries including anti-social behaviour, neighbour safety and homeownership matters between 8:00am - 8:00pm Monday to Friday. Therefore we require those times to be covered by colleagues and we operate a shift rota to cover this requirement.

Recruitment

Our recruitment process: Shortlisted candidates will be invited to an assessment between 28th-31st October. The interview will be a 60-minute online assessment which will include competency based questions and a scenario with an IT assessment. Candidates will need to have a quiet space for the duration of the interview and be prepared with a Microsoft Teams setup with a camera, working audio and notebook & pen. Where possible it\'s recommended to use a computer, laptop or tablet for the interview process.

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

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. Everyone deserves a quality home that gives them the chance to live a better life.

Thousands of people call our properties home and we\'re proud to serve diverse communities across London, the South East and North West of England.

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. The foundation of everything that we are is built on our corporate values and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.

L&Q strongly believes a diverse and inclusive workforce is important and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and 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.

At L&Q sustainability is 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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