Location
Kings Hall Mews, London (Homebased Worker with ad hoc office attendance in London, Stratford or Manchester, Trafford)

Hours
Full Time - 35 hours per week, Monday to Friday between 8am – 6:15pm, shift rota covering 8:00am - 8:00pm Monday to Friday

Salary
London: £26,775 per annum, Outside London: £25,210 per annum. Additional earning potential includes a one-off £500 reward for passing probation and up to £2,000 for becoming multiskilled within the first 18 months.

About the Role
Join the award-winning Customer Services Team at London and Quadrant Housing Trust (L&Q) and be the first point of contact for our residents. You will provide first contact resolution where possible by owning queries and taking relevant actions. Your responsibilities will include handling a wide range of enquiries such as maintenance repairs, housing management, rent payments, money advice and support, buying and selling property, and leasehold enquiries. You will respond to customers via telephone, email, and internal systems, providing accurate information and maintaining confidential records of interactions. You will advocate L&Q values, liaise with other departments, and actively contribute to departmental KPIs and company objectives. This role involves mandatory 7 weeks of training via Microsoft Teams before starting on 15th December 2025. Early applications are encouraged as the recruitment process may close earlier than advertised.

Experience
Experience in customer service with strong communication skills and the ability to prioritise and manage your own time effectively. Experience working in a fast-paced environment is beneficial.

About you
Clear written and verbal communication skills, excellent listening skills, resilience and focus during difficult conversations. Ability to engage with a diverse customer base using positive and empathetic language. Confidence to work independently and collaboratively within a team. Responsible for your own time management and adherence to schedules. Computer literate with the ability to navigate multiple software applications while actively listening. Problem solver who uses initiative and common sense. Target driven to meet and exceed individual KPIs and objectives. Proactive in seeking advice, support, and guidance to support your learning and development.

Qualifications
No specific qualifications required; a passion for delivering excellent customer service and a commitment to personal development are essential.

Additional Information
Successful candidates will participate in a 60-minute online assessment including competency-based questions, scenarios, and an IT assessment. Reasonable adjustments are available throughout the recruitment process upon request.