Customer Service Team Leader

L&Q Living; Greater London; On-site; GBP 42,000 - 46,000; Full time

Benefits offered by this job

Excellent pension plan

28 days Annual Leave rising to 31 days

Westfield Health Cash Plan

non-contributory life assurance

up to 21 hours volunteering paid days

Employee Assistance Programme

many more

Job summary

L&Q Living is seeking a Customer Service Team Leader to manage a high-volume inbound service centre from a home-based role with occasional office attendance. You will lead up to 17 colleagues, coach performance, and strive for excellent customer outcomes in a fast-paced environment.

Based in London or other UK locations, this 6-month fixed term contract offers 35 hours per week with a London-weighted salary and regional comparators.

Qualifications

• Experience coaching and developing team members across a remote setup.
• Proven ability to drive KPIs and service excellence in high-volume contact centres.
• Strong stakeholder management and communication skills with colleagues at all levels.

Responsibilities

• Lead and motivate a large team of up to 17 people and drive performance.
• Coach and develop staff to deliver first-class customer service.
• Promote collaboration across teams and ensure right-first-time interactions.
• Drive change initiatives to improve processes and customer experiences.
• Manage a remote team with hybrid office attendance as required.

Skills

Leadership

Coaching

Remote management

Stakeholder management

Communication

Data analysis

Tools

CRM systems

Job description

Contract Type: 6 month fixed term contract, Full time, 35 hours

Salary starting: £42,149 per annum to £46,410 per annum (London weighted salary) or £37,573 per annum to£41,541 per annum (Regional salary), (Dependant on experience)

Grade: 8

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, shifts been 8:00am – 6:15pm
Closing Date: 25 th September 2026

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
• many more …

At L&Q, we’re passionate about delivering outstanding customer experiences and inspiring teams to achieve excellence. That’s why we’re looking for a dynamic leader to join us and make a real impact in our fast-paced inbound customer service centre.

As a Customer Service Team Leader, you’ll lead and motivate a large team of up to 17 people, driving performance and ensuring first-class service for our residents. You’ll bring proven experience in managing high-volume customer service environments and a talent for coaching and developing people to reach their full potential.

Your Impact in the Role

• Leading from the front, setting the standard for excellence and stepping in to support your team when needed.
• Driving performance to meet and exceed KPIs while fostering a culture of accountability and success.
• Acting as a confident and effective coach, inspiring and developing your team to deliver exceptional customer service.
• Promoting collaboration across teams and championing a right-first-time approach for every customer interaction.
• Playing a key role in leading change initiatives, ensuring processes are efficient and customer experiences are consistently outstanding.

What You’ll Bring

To excel in this role, you’ll bring together strong leadership, adaptability, and a genuine passion for delivering outstanding customer service.

• Have a proven track record of coaching and developing team members while achieving departmental goals and managing a remote team.
• A proactive, hands‑on approach—leading by example and stepping in to handle customers enquires at peak times.
• Exceptional communication skills with the ability to promote collaboration across teams, with excellent stakeholder management.
• Self‑driven and resilient, with a creative, solution‑oriented mindset.
• Analytical and detail‑oriented, you identify issues in data, systems, and reporting, driving creative, solution‑focused outcomes.
• Results‑driven, consistently aiming to meet and exceed KPIs, while thriving in a fast‑paced, dynamic environment.
• Proven experience in leading a team to manage digital platforms and communication with customers.

Homebased roles

We’ll provide you with all the equipment you need to get started, including a laptop, monitor, keyboard, mouse and headset. These items can be collected from one of our offices either in Stratford, London, or Trafford, Manchester.

As this is a home-based role, you'll need a quiet and suitable workspace with a desk and chair where you can work comfortably. You'll also be responsible for having a reliable broadband connection with a minimum speed of 30Mbps download and 10Mbps upload.

If you're successful, we'll ask you to provide evidence of your broadband speed and a photo of your home workspace as part of the onboarding process.

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.

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 and behavioural framework , which outlines 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 - Find out morehere .

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.

Location: London - Stratford or Manchester - Trafford