Customer Service Advisor

Our Customer Service Centre receives around 3,500 calls a day, so strong communication skills, resilience, and the ability to manage your time effectively are essential. With excellent training and development opportunities, this is a great chance to grow your career in a vibrant and supportive team.\n\nIf you’re passionate about helping people, thrive under pressure, and are driven to exceed expectations, we’d love to hear from you!\n\nYour Impact in the Role\n\n * Be the first point of contact for L&Q residents, delivering exceptional customer service across a wide range of enquiries including repairs, housing management, rent payments, leasehold queries, and more.\n\n * Resolve customer queries at first contact wherever possible, taking ownership and following through to ensure a positive experience.\n\n * Communicate with customers through multiple channels including phone, email, and internal systems, ensuring accurate and timely responses.\n\n * Maintain clear and confidential records of all customer interactions, using appropriate systems and tools.\n\n * Collaborate with internal teams to resolve complex issues and contribute to departmental KPIs and service excellence.\n\nWhat You’ll Bring\n\n * Excellent verbal and written communication skills, with the ability to listen actively and respond empathetically.\n\n * Resilience and professionalism when handling challenging conversations.\n\n * Strong time management and organisational skills, with the ability to prioritise in a fast-paced environment.\n\n * Confidence in using multiple software systems while engaging with customers.\n\n * A proactive, solutions-focused mindset with a commitment to delivering high-quality service.\n\n * A team player who can also work independently and take responsibility for personal development.\n\n * Experience in customer service and a passion for helping people.\n\nIf you require any reasonable adjustments at any stage during this process, including application stage, please visit our career page to reach out.\n\nAbout L&Q:\n\nWe’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.\n\n250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.\n\nAt 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.\n\nL&Q strongly believe 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. Click here to read more.\n\nAt 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.\n\nClick here to find out more about L&Q and why you should join us