At a Glance
- Tasks: Manage complex cases and ensure timely resolution of repairs and service requests.
- Company: Join L&Q, a leading housing association dedicated to quality and community.
- Benefits: Enjoy competitive salary, excellent pension, generous leave, and lifestyle perks.
- Other info: Hybrid working model with opportunities for professional growth and community engagement.
- Why this job: Make a real impact in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service, strong communication skills, and IT proficiency required.
The predicted salary is between 37451 - 41045 £ per year.
INTERNAL only vacancy: This vacancy is only available to employees of L&Q and its subsidiaries. Any applications received from external candidates will not be progressed. If anything in regards to your sensitive information has changed, please ensure you update this on your iPal account. This supports us in monitoring and improving our diversity and representation across the business.
Contract Type: 12 Month FTC, Full-Time, 35 hours per week
Salary: £37,451 to £41,045 per annum (London weighted salary) or £33,688 to £37,093 per annum (Regional Salary) dependant on experience
Grade: 7
Reporting Office: Stratford, London or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 4th November 2026
Interview Dates: Dates to be confirmed (Via Teams)
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 and many more.
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Join our Service Charge Team at L&Q! Are you ready to take ownership of complex cases and lead service delivery from start to finish? This is your opportunity to join a newly formed team at L&Q supporting our strategic relationship with Metra Living.
As a Case Manager, you'll oversee the end-to-end management of repairs and service requests, ensuring timely resolution, excellent communication, and continuous improvement. You'll play a key role in maintaining service standards and supporting both our Relationship Manager and Contact Handlers. You'll report to the Head of Managing Agent Relationships and work closely with the wider B2B Hub and operational teams.
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 and operational teams
- Liaise with Metra Living and internal departments to ensure smooth service delivery
How You'll Help Achieve Departmental Goals:
- Ensure timely and high-quality resolution of cases
- Support team performance and service consistency
- Identify and resolve process bottlenecks
- Maintain accurate records for reporting and cost recovery
What you'll bring:
Essential:
- Experience in customer-focused services within housing or repairs
- Strong verbal and written communication skills
- Ability to coach and mentor frontline staff
- Skilled in using IT systems and producing accurate reports
- Analytical mindset with awareness of financial impacts
- Ability to work collaboratively in a fast-paced, target-driven environment
Desirable:
- Experience in process improvement and SLA monitoring
- Familiarity with reconciliation and audit practices
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
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. Our purpose is simple - to provide social homes and landlord services that everyone can be proud of. 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, which outline 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. 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.
Case Manager 8317 - Oct 2026 in City of London employer: London and Quadrant Housing Trust
L&Q is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including an excellent pension plan, generous annual leave, and opportunities for volunteering. Our dynamic work culture fosters collaboration and innovation as we embark on a transformative journey to enhance services for our residents and customers, making it an exciting time to join our dedicated team in delivering impactful change.
Contact Details:
London and Quadrant Housing Trust Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Case Manager 8317 - Oct 2026 in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at London and Quadrant Housing Trust. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like London and Quadrant Housing Trust before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Case Manager 8317 - Oct 2026 in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to London and Quadrant Housing Trust:Your cover letter is your chance to shine! Tell us why you want to work at London and Quadrant Housing Trust specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at London and Quadrant Housing Trust!
How to prepare for a job interview at London and Quadrant Housing Trust
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
