At a Glance
- Tasks: Support residents through major works, manage queries, and resolve complaints with empathy.
- Company: Join L & Q's Delivery Team, dedicated to improving residents' living conditions.
- Benefits: Enjoy a competitive salary, excellent pension, generous leave, and lifestyle benefits.
- Other info: Hybrid working model with opportunities for community engagement and career growth.
- Why this job: Make a real difference in residents' lives while building strong community relationships.
- Qualifications: Customer service experience, strong communication skills, and IT proficiency required.
The predicted salary is between 34381 - 34381 € per year.
Contract Type: Permanent, Full Time, 35 Hours per week
Salary: Starting from £34,381 per annum, dependant on experience. Plus Essential Car User Allowance £1,300 per annum
Grade: 6
Reporting Office: London, Stratford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 3rd June 2026 at 11pm
Interview Dates: 9th June 2026, Face to Face interviews at our Stratford Office
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
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. With effect from February 2026, L & Q reserve the right to not shortlist applications from candidates with 3 or more unsuccessful applications within the last 24 months.
About the Role:
Join our Delivery Team at L & Q. An exciting opportunity has arisen to join our Delivery Team as a Customer Relations Officer. Reporting to the Customer Relations Manager, you will play an important role in supporting residents through major works, helping to manage queries, resolve complaints, and ensure expectations are clear and understood. Working closely with colleagues and partners, you will help deliver a positive experience and contribute to improving our Major Works services.
Over the next 13 years, the Major Works Investment Programme will make sure every resident has a safe and decent home to live in, with our homes maintained to the Decent Homes Standard. The programme covers all L & Q rented homes and communal areas in buildings with leasehold and shared ownership homes.
Customer Relations Officers work as part of a supportive, collaborative team and are aligned to a specific region within L & Q. Regular site attendance is a key part of the role, enabling you to build relationships, support residents, and work closely with delivery partners. If this sounds like you, we would love for you to apply!
Your Impact in the Role:
Support residents through major works and make a real difference when it matters most. In this role, you will use your customer service skills to support residents when it matters most, handling complaints with empathy, professionalism, and confidence. You will work closely with delivery teams, contractors, and neighbourhood colleagues to ensure residents feel heard, supported, and valued throughout internal and external planned works.
A key part of the role is building relationships face to face. You will regularly visit sites to meet with delivery partners, review works on site and work collaboratively to resolve issues and move things forward. You will also play an active role in community life, attending coffee mornings and resident engagement sessions, helping to build trust and strong connections. Alongside this, you will provide support with high level correspondence, including enquiries from MPs, Councillors, legal representatives, and the Housing Ombudsman.
If you enjoy being out on site, building relationships, and making a real and visible difference in the lives of residents, this is a role where your impact will be felt every day, and where you can take real pride in the difference you make.
What You'll Bring:
- Experience supporting customers and delivering a positive, high-quality service
- Strong communication skills, with confidence engaging a wide range of people
- A collaborative approach, with the ability to work effectively in a busy, varied environment
- Confidence using IT systems, including MS Office or similar
- The ability to keep clear, accurate records and produce reports when required
- Experience supporting the resolution of complaints and managing customer expectations with empathy and professionalism
- Demonstrates an understanding of how day-to-day activities can impact budgets and overall financial performance
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
Customer Relations Officer – Delivery Team West, Major Works employer: L&Q Group
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 lifestyle benefits. With a collaborative work culture and a commitment to making a positive impact in the community, employees in the Customer Relations Officer role will find meaningful opportunities to support residents and contribute to vital major works projects in London, all while enjoying the flexibility of hybrid working arrangements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer – Delivery Team West, Major Works
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on L & Q and their Major Works programme. Understanding their values and recent projects will help you connect better during the conversation.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your customer service skills can shine in this role, especially when dealing with complaints.
✨Tip Number 3
Show your personality! When you meet the team, let your passion for helping residents come through. Share stories that highlight your experience and how you’ve made a difference in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds!
We think you need these skills to ace Customer Relations Officer – Delivery Team West, Major Works
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relations Officer role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can make a difference!
Showcase Your Communication Skills:Since this role involves engaging with residents and various stakeholders, it's crucial to demonstrate your strong communication skills. Use examples from your past experiences where you've successfully resolved complaints or built relationships.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and ensure your key points stand out. We appreciate straightforwardness, so make it easy for us to see why you're the right fit!
Apply Early!:Don’t wait until the last minute to submit your application. Early applications are encouraged, and we might close the advert sooner than expected. Head over to our website and get your application in as soon as you can!
How to prepare for a job interview at L&Q Group
✨Know Your Role
Before the interview, make sure you thoroughly understand the role of a Customer Relations Officer. Familiarise yourself with the Major Works Investment Programme and how it impacts residents. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Communication Skills
Since this role involves engaging with a wide range of people, be prepared to demonstrate your strong communication skills. Think of examples where you've successfully handled complaints or built relationships. Practising these scenarios can help you articulate your experience effectively during the interview.
✨Emphasise Empathy and Professionalism
The ability to handle complaints with empathy is crucial for this role. Prepare to discuss situations where you've had to manage customer expectations and resolve issues. Highlighting your approach to maintaining professionalism while being empathetic will resonate well with the interviewers.
✨Engage with the Community Aspect
This role requires active participation in community life, so be ready to talk about your experiences in community engagement. Share any relevant activities you've been involved in, like attending local events or working with diverse groups, to illustrate your commitment to building trust and connections.
