At a Glance
- Tasks: Lead a team to deliver top-notch homeownership services and improve customer experiences.
- Company: Join L&Q, a forward-thinking organisation dedicated to homeownership.
- Benefits: Enjoy a competitive salary, generous leave, excellent pension, and lifestyle perks.
- Other info: Hybrid working model with opportunities for professional growth and volunteering.
- Why this job: Make a real difference in the lives of 25,000 homeowners while developing your leadership skills.
- Qualifications: Customer service experience and strong people management skills are essential.
The predicted salary is between 57094 - 57094 £ per year.
Contract Type: Fixed Term Contract (12 months), Full Time – 35 hours.
Salary: £57,094 per annum
Grade: 10
Reporting Office: London, Stratford
Persona: Agile Worker – 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 10th July 2026 – 23:00
Interview Dates: 21st July – In person, Stratford Office
Early applications are encouraged as the organisation reserves the right to close the advertisement earlier than stated.
L&Q reserves the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.
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
About the Role
We are recruiting for a customer focused, Homeownership Manager to join our busy department to cover a Maternity Leave. Reporting to a Head of Homeownership, you will have responsibility for managing a team of officers dealing with a broad range of home ownership functions, specifically managing staircasing (buying further shares), remortgage applications, transfer of ownership enquiries, statutory and non‑statutory lease extensions and subletting applications on a day‑to‑day basis.
The Homeownership Team has responsibility for assisting with around 25,000 homeowners across the L&Q portfolio with their resale, shared ownership and lease enquiry related transactions.
Responsibilities
- Lead and manage a team of Homeowner Officers to deliver excellent service in line with agreed departmental service level targets and key performance indicators (KPIs), publishing high quality, concise, informative and analytically written reports on team performance.
- Review and utilise lean management techniques to continuously improve the efficiency and effectiveness of all officers, developing team competency by training, mentoring and coaching.
- Work collaboratively across teams, identifying opportunities to improve processes and customer outcomes, and deputising for other Homeownership Managers and Heads of Service where required.
- Review and lead on complaints handling and resolution, ensuring all cases are managed in accordance with L&Q’s policy and the Housing Ombudsman Code, while using insight to identify trends and implement service improvements.
- Deliver outstanding customer service, ensuring all interactions are customer‑focused, and building effective relationships with internal and external stakeholders in line with organisational values.
Qualifications
- Experience of working in a customer focused environment and evidence of strong people management experience.
- Previous experience of working within a homeownership, leasehold & shared ownership team would be desirable for this role.
Equal Opportunities
If you require any reasonable adjustments at any stage during this process, including application stage, please email.
Team Manager - Homeownership in London employer: L&Q Living
L&Q Living is an exceptional employer that prioritises the well-being and development of its employees. With a strong focus on work-life balance, our team enjoys generous benefits such as up to 31 days of annual leave and pension contributions, all within a supportive and inclusive work culture. Located in vibrant cities like London and Manchester, we offer meaningful career growth opportunities for those passionate about delivering outstanding service to our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager - Homeownership 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 Team Manager - Homeownership 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.
