At a Glance
- Tasks: Lead a team to deliver exceptional customer service in homeownership management.
- Company: Join L&Q, a leading housing association dedicated to quality and community.
- Benefits: Enjoy 28-31 days annual leave, excellent pension, and lifestyle perks.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer-focused roles and strong people management skills required.
The predicted salary is between 40000 - 50000 £ per year.
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.
Join our Homeownership Team at L&Q: We are recruiting for a customer focused, Homeownership Manager to join our busy department to cover a Maternity Leave. Reporting to a Head of Homeownership, you will have responsibility for managing a team of officers dealing with a broad range of home ownership functions, specifically in this role managing on a day-to-day basis, staircasing (buying further shares), remortgage applications, transfer of ownership enquiries, statutory and non-statutory lease extensions and subletting applications. The Homeownership Team have responsibility for assisting with around 25,000 homeowners across the L&Q portfolio with their resale, shared ownership and lease enquiry related transactions.
We are looking for someone with experience of working in a customer focused environment who can evidence strong people management experience. In this role you will:
- Lead and manage a team of Homeowner Officers to deliver excellent service in line with agreed departmental service level targets and key performance indicators (KPIs), publishing high quality, concise, informative and analytically written reports on team performance.
- Review and utilise lean management techniques to continuously improve the efficiency and effectiveness of all officers, developing team competency by training, mentoring and coaching.
- Work collaboratively across teams, identifying opportunities to improve processes and customer outcomes, and deputising for other Homeownership Managers and Heads of Service where required.
- Review and lead on complaints handling and resolution, ensuring all cases are managed in accordance with L&Q's policy and the Housing Ombudsman Code, while using insight to identify trends and implement service improvements.
- Deliver outstanding customer service, ensuring all interactions are customer-focused, and building effective relationships with internal and external stakeholders in line with organisational values.
Previous experience of working within a homeownership, leasehold & shared ownership team would be desirable for this role. If you are interested in this role and have the experience required, then apply without delay!
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. If you require any reasonable adjustments at any stage during this process, including application stage, please email.
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.
Team Manager employer: London and Quadrant Housing Trust
L&Q is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With benefits such as an excellent pension plan, generous annual leave, and a commitment to diversity and inclusion, L&Q fosters an environment where employees can thrive while making a meaningful impact in the communities they serve across London and beyond.
Contact Details:
London and Quadrant Housing Trust Recruitment Team
