At a Glance
- Tasks: Lead and inspire a dynamic customer service team to deliver exceptional experiences.
- Company: Join L&Q, a leading housing association committed to quality and community.
- Benefits: Enjoy competitive salary, excellent pension, generous leave, and lifestyle perks.
- Other info: Home-based role with all necessary equipment provided for your success.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Proven experience in customer service management and team coaching.
The predicted salary is between 42149 - 42149 £ per year.
Contract Type: 6 month fixed term contract, Full time, 35 hours
Salary starting: £42,149 per annum to £46,410 per annum (London weighted salary) or £37,573 per annum to £41,541 per annum (Regional salary), (Dependant on experience)
Grade: 8
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: Monday to Friday, shifts between 8:00am – 6:15pm
Closing Date: 25th September 2026
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
- Many more …
At L&Q, we’re passionate about delivering outstanding customer experiences and inspiring teams to achieve excellence. That’s why we’re looking for a dynamic leader to join us and make a real impact in our fast-paced inbound customer service centre.
Your Impact in the Role:
- Leading from the front, setting the standard for excellence and stepping in to support your team when needed.
- Driving performance to meet and exceed KPIs while fostering a culture of accountability and success.
- Acting as a confident and effective coach, inspiring and developing your team to deliver exceptional customer service.
- Promoting collaboration across teams and championing a right-first-time approach for every customer interaction.
- Playing a key role in leading change initiatives, ensuring processes are efficient and customer experiences are consistently outstanding.
What You’ll Bring:
- Strong leadership, adaptability, and a genuine passion for delivering outstanding customer service.
- A proven track record of coaching and developing team members while achieving departmental goals and managing a remote team.
- A proactive, hands-on approach—leading by example and stepping in to handle customers' enquiries at peak times.
- Exceptional communication skills with the ability to promote collaboration across teams, with excellent stakeholder management.
- Self-driven and resilient, with a creative, solution-oriented mindset.
- Analytical and detail-oriented, you identify issues in data, systems, and reporting, driving creative, solution-focused outcomes.
- Results-driven, consistently aiming to meet and exceed KPIs, while thriving in a fast-paced, dynamic environment.
- Proven experience in leading a team to manage digital platforms and communication with customers.
Homebased roles:
We’ll provide you with all the equipment you need to get started, including a laptop, monitor, keyboard, mouse and headset. These items can be collected from one of our offices either in Stratford, London, or Trafford, Manchester.
As this is a home-based role, you'll need a quiet and suitable workspace with a desk and chair where you can work comfortably. You'll also be responsible for having a reliable broadband connection with a minimum speed of 30Mbps download and 10Mbps upload. If you're successful, we'll ask you to provide evidence of your broadband speed and a photo of your home workspace as part of the onboarding process.
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. Everyone deserves a quality home that gives them the chance to live a better life.
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 and behavioural framework, which outlines 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.
Location: London - Stratford or Manchester - Trafford
Customer Service Team Leader in London employer: L&Q Living
L&Q Energy is an exceptional employer that values its employees by offering a dynamic work culture and the flexibility of hybrid working options. With a strong focus on professional development, team members are encouraged to grow their skills while contributing to meaningful projects that enhance customer service and operational efficiency in the vibrant Stratford and Manchester regions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in London
✨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 Team Leader in London
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.
