Location
London Borough of Newham, with offices in London (Stratford) or Manchester (Trafford). This is a homebased role with contractual hours worked remotely and ad hoc office attendance as required.

Hours
Full Time - 35 hours per week, Monday to Friday, shifts between 8:00am and 6:15pm.

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

About the Role
Join our award-winning Customer Service Centre at London and Quadrant Housing Trust (L&Q) and lead a dynamic team of up to 17 people in a fast-paced inbound customer service environment. You will drive performance, ensuring first-class service for our residents while fostering a culture of accountability and success. Your role includes coaching and developing your team to reach their full potential, promoting collaboration, and championing a right-first-time approach for every customer interaction. You will also play a key role in leading change initiatives to improve processes and consistently deliver outstanding customer experiences.

As a homebased worker, you will be provided with all necessary equipment including a laptop, monitor, keyboard, mouse, and headset. You will need a quiet, suitable workspace with a desk and chair, and a reliable broadband connection with minimum speeds of 30Mbps download and 10Mbps upload.

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 more.

Experience
Proven track record of coaching and developing team members while achieving departmental goals and managing a remote team. Experience leading teams managing digital platforms and customer communications. Demonstrated ability to handle high-volume customer service environments.

About you
Strong leadership skills with a proactive, hands-on approach. Exceptional communication and stakeholder management skills. Self-driven, resilient, and creative with a solution-oriented mindset. Analytical and detail-oriented, able to identify issues in data, systems, and reporting and drive creative solutions. Results-driven and able to thrive in a fast-paced, dynamic environment.

Qualifications
No specific qualifications required; however, a passion for delivering outstanding customer service and the ability to lead and inspire a team are essential.