At a Glance
- Tasks: Be the first point of contact for residents, delivering exceptional customer service.
- Company: Join L&Q, a company dedicated to excellent customer service and community support.
- Benefits: Enjoy a competitive salary, generous leave, and a fantastic pension plan.
- Other info: Great training opportunities and a vibrant team environment await you.
- Why this job: Make a real difference by helping people and resolving their queries.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 26775 - 26775 £ per year.
Contract Type: Permanent
Salary: £26,775 (London weighted salary), £25,210 (regional weighted salary) per annum.
Grade: 3
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Homebased Worker: Contractual hours to be worked on a remote basis, with ad hoc office attendance as required
Working Pattern: Hours: 35 hours per week, scheduled between 8am – 6:15pm, Monday – Friday
Closing Date: 29th June 2026
Interviews: 14th July – 17th July 2026
Start date: 26th August – 27th August 2026
Training: Once started, there will be 7 weeks of mandatory training via Microsoft Teams
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.
At L&Q, delivering excellent customer service is at the heart of everything we do. As a Customer Service Advisor, you’ll be the first point of contact for our residents, handling a wide range of enquiries and ensuring every interaction is professional, empathetic, and solution-focused. You’ll play a key role in supporting our commitment to customer satisfaction by resolving queries efficiently and contributing to the overall success of the team. You’ll be working in a fast-paced, high-volume environment. Our Customer Service Centre receives around 3,500 calls a day, so strong communication skills, resilience, and the ability to manage your time effectively are essential. With excellent training and development opportunities, this is a great chance to grow your career in a vibrant and supportive team. If you’re passionate about helping people, thrive under pressure, and are driven to exceed expectations, we’d love to hear from you!
Your Impact in the Role
- Be the first point of contact for L&Q residents, delivering exceptional customer service across a wide range of enquiries including repairs, housing management, rent payments, leasehold queries, and more.
- Resolve customer queries at first contact wherever possible, taking ownership and following through to ensure a positive experience.
- Communicate with customers through multiple channels including phone, email, and internal systems, ensuring accurate and timely responses.
- Maintain clear and confidential records of all customer interactions, using appropriate systems and tools.
- Collaborate with internal teams to resolve complex issues and contribute to departmental KPIs and service excellence.
What You’ll Bring
- Excellent verbal and written communication skills, with the ability to listen actively and respond empathetically.
- Resilience and professionalism when handling challenging conversations.
- Strong time management and organisational skills, with the ability to prioritise in a fast-paced environment.
- Confidence in using multiple software systems while engaging with customers.
- A proactive, solutions-focused mindset with a commitment to delivering high-quality service.
- A team player who can also work independently and take responsibility for personal development.
- Experience in customer service and a passion for helping people.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.
Location: London - Stratford or Manchester - Trafford
Customer Service Advisor employer: L&Q Living
At L&Q, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture that prioritises employee well-being and development. As a Customer Service Advisor, you'll benefit from a competitive salary, generous annual leave, and a comprehensive pension plan, all while working in a dynamic environment that values your contributions and fosters career growth. With excellent training opportunities and a commitment to customer satisfaction, this role is perfect for those passionate about making a difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q Living. 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 L&Q Living 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 Customer Service Advisor
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 L&Q Living:Your cover letter is your chance to shine! Tell us why you want to work at L&Q Living 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 L&Q Living!
How to prepare for a job interview at L&Q Living
✨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.
