At a Glance
- Tasks: Support residents through major works, manage queries, and resolve complaints with empathy.
- Company: Join L & Q, a leading housing association dedicated to improving lives.
- Benefits: Enjoy a competitive salary, excellent pension, generous leave, and lifestyle benefits.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in residents' lives while building strong community connections.
- Qualifications: Customer service experience, strong communication skills, and a collaborative mindset required.
The predicted salary is between 34381 - 35681 € 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
- Many more
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.
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.
Customer Relations Officer – Delivery Team West, Major Works in London employer: L&Q Group
L & Q is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary starting from £34,381 per annum along with a generous benefits package including an excellent pension plan, 28 days of annual leave, and opportunities for volunteering. The work culture fosters collaboration and support, allowing Customer Relations Officers to make a meaningful impact in the community while enjoying a hybrid working model that promotes work-life balance. With a commitment to maintaining high standards in housing and a focus on resident engagement, L & Q provides a rewarding environment for those looking to contribute positively to people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer – Delivery Team West, Major Works in London
✨Tip Number 1
Get to know the company! Research L & Q and their Major Works programme. Understanding their values and goals will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your people skills! Since this role is all about building relationships, think of examples from your past experiences where you've successfully supported customers or resolved complaints. Be ready to share these stories during your interview.
✨Tip Number 3
Be proactive! If you can, visit some of the sites where L & Q operates. This will give you a better understanding of the environment and challenges residents face, plus it shows initiative and commitment to the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, keep an eye on the closing date and don’t wait until the last minute – early applications are encouraged!
We think you need these skills to ace Customer Relations Officer – Delivery Team West, Major Works in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Customer Relations Officer. We want to see how you can support residents and manage queries effectively!
Showcase Your Communication Skills:Since this role involves a lot of interaction with residents and partners, let us know about your strong communication skills. Share examples of how you've successfully engaged with diverse groups in the past.
Highlight Your Problem-Solving Abilities:We love candidates who can handle complaints with empathy and professionalism. Include specific instances where you've resolved issues or improved customer experiences to show us what you can bring to the team.
Apply Early!:Don’t wait until the last minute! Early applications are encouraged, and we might close the advert sooner than the deadline. 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 the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Relations Officer role. Familiarise yourself with the Major Works Investment Programme and how it impacts residents. This will help you answer questions confidently and show that you're genuinely interested in making a difference.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer complaints or queries. Highlight your ability to empathise and resolve issues professionally. This is crucial for the role, so be ready to discuss specific situations where you made a positive impact.
✨Demonstrate Your Team Spirit
Since this role involves working closely with delivery teams and contractors, be prepared to talk about your collaborative approach. Share instances where you've worked effectively in a team, especially in busy environments. This will show that you can thrive in the supportive atmosphere they value.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready to ask. Inquire about the challenges the Delivery Team faces or how success is measured in the role. This not only shows your interest but also gives you a better understanding of what to expect if you join the team.
