At a Glance
- Tasks: Be the go-to person for homeowners needing aftercare support and manage repairs.
- Company: Join L&Q, a leading housing association with a focus on community care.
- Benefits: Enjoy a competitive salary, generous leave, and excellent pension contributions.
- Other info: Hybrid working model with opportunities for professional growth and volunteering.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 33507 - 33525 £ per year.
Contract Type: Permanent, Full Time (35 hours per week)
Salary: Starting from £33,507 - £33,525 per annum (London weighted salary), dependant on experience
Grade: 5
Reporting Office: Stratford, London
Persona: Agile Worker – 20%–40% of contractual hours to be worked from reporting office (hybrid working) “occasional site visit”
Working Pattern: Monday to Friday, 08:30–5:00pm
Join our Customer Care Team at L&Q:
As a Customer Care Officer, you will be the first point of contact for homeowners and general needs residents requiring aftercare support – managing repairs and defects during the guarantee/defect liability period. You will report to a Senior Customer Care Officer and work within a collaborative Aftercare team, liaising closely with colleagues across Neighbourhoods, Direct Maintenance and Asset Management.
Responsibilities
- Act as the first point of contact for residents and homeowners requiring aftercare support, taking ownership of all enquiries received by telephone, email, text and letter.
- Diagnose repair and defect issues, accurately report these to builders and contractors, and follow up to ensure prompt resolution.
- Deliver a responsive, professional and high-quality customer experience in line with L&Q values.
- Manage customer complaints in accordance with L&Q's Complaints Policy and Procedure, escalating serious issues as required and adhering to required timescales.
- Collaborate with internal teams including Neighbourhoods, Direct Maintenance and Asset Management, as well as external stakeholders and partners.
- Maintain accurate and up-to-date records on relevant L&Q systems.
- Contribute to the team's achievement of objectives, ensuring best value in all activities and supporting the divisional business plan.
- Ensure compliance with all Aftercare policies and procedures, including Health & Safety, regulatory and governance requirements.
Qualifications
- Demonstrable customer service experience in a fast-paced environment – essential.
- Experience managing customer complaints effectively – essential.
- Experience within a repairs, defects or building maintenance environment – essential.
- Excellent telephone skills with the ability to reassure and communicate with customers confidently in a largely unscripted environment – essential.
- Strong written and oral communication skills, including experience of letter and email writing – essential.
- Commitment to delivering high levels of customer satisfaction – essential.
- Demonstrable collaboration and stakeholder management skills – essential.
- Some appreciation of the technical aspects of buildings – essential.
- Computer literate with good, proven competency in MS Office – essential.
- Strong organisational skills and the ability to multitask and meet deadlines – essential.
- Willingness to undertake the appropriate NHBC course if not already completed – essential.
- Knowledge of Arena-based systems – desirable.
Benefits
- 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.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.
Customer Care Officer employer: L&Q Group
L&Q is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and a comprehensive benefits package including a generous pension plan and ample annual leave. Our collaborative work culture fosters teamwork and innovation, while the hybrid working model provides flexibility for our Customer Care Officers based in Stratford, London, ensuring a balanced work-life experience. Join us to make a meaningful impact in the community while developing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at L&Q on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Care Officer role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations, especially around complaints. We want to see your problem-solving skills in action, so be ready to share examples from your past experience.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, as a Customer Care Officer, you'll need to reassure customers, so let your personality shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at L&Q. Let's get you started on this exciting journey!
We think you need these skills to ace Customer Care Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Officer role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since strong written and oral communication skills are essential, use your application to demonstrate these. Keep your language clear and professional, and don’t forget to proofread for any typos or errors. We love a polished application!
Highlight Relevant Experience:Be sure to mention any experience you have in managing customer complaints or working in a repairs and maintenance environment. We’re looking for candidates who can hit the ground running, so show us what you've got!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our awesome team at L&Q!
How to prepare for a job interview at L&Q Group
✨Know Your Customer Care Basics
Before the interview, brush up on your customer service principles. Understand what makes a great customer experience and be ready to share examples from your past roles. This will show that you’re not just familiar with the theory but can apply it in real situations.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific customer complaints or repair issues. Think of a few scenarios where you successfully resolved a problem and be ready to discuss your thought process and actions. This will demonstrate your problem-solving skills and ability to stay calm under pressure.
✨Familiarise Yourself with L&Q Values
Research L&Q’s values and mission statement. Be prepared to explain how your personal values align with theirs and how you can contribute to their goals. This shows that you’re genuinely interested in the company and its culture.
✨Show Off Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. You might even want to prepare a couple of written examples, like emails or letters, to showcase your written communication skills during the interview.
