Location
Kings Hall Mews, Stratford, London

Hours
Full-Time, 35 hours per week

Salary
£35,951 to £39,531 per annum, dependant on experience

Contract
Fixed Term Contract until September 2026

Working Pattern
Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

About the Role
Join our B2B Hub Team at L&Q and take ownership of complex cases, leading service delivery from start to finish. This is an exciting opportunity to join a newly formed team supporting our strategic relationship with Metra Living. As a Case Manager, you will oversee the end-to-end management of repairs and service requests, ensuring timely resolution, excellent communication, and continuous improvement. You will play a key role in maintaining service standards and supporting both our Relationship Manager and Contact Handlers. Reporting to the Head of Managing Agent Relationships, you will work closely with the wider B2B Hub and operational teams to deliver outstanding service.

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, operational teams, Metra Living, and internal departments to ensure smooth service delivery.

Benefits
Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service plus 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.

Application Information
Closing date for completed applications: 6th November 2025 at 11 PM. Interviews will be tentatively conducted on 14th November 2025. Early applications are encouraged as the advertisement may close and interviews may be held earlier than stated.

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

About You
- Strong verbal and written communication skills
- Proactive and solution-focused approach
- Committed to delivering high-quality service and continuous improvement

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