Customer Service Advisor in Trafford

Contract Type: Permanent

Hours: 35 hours per week between 8am – 6pm, Monday to Friday

Grade: 3

Persona: Agile/hybrid, office based 20-40% of week (Office based 1-2 days a week after training, 100% office based through induction training, minimum 6 weeks)

Reporting Office: Nexus House, 4 Brindley Road, Old Trafford M16 9HQ

Starting Salary: £26,710 per annum (Regional salary)

Application Closing Date: 3rd August 2026

Interviews to be held via MS Teams between 11th to 14th August.

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

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 North West Customer Service Centre receives up to 800 calls a day, so strong communication skills, resilience, and the ability to manage your time effectively are essential. The predominant contact channel is phone, but we also answer emails. The aim is to resolve queries at first point of contact!

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.

Who we are looking for:

We are looking for candidates who are self-motivated and passionate about providing customer service standards that exceed expectations! To be successful, you'll need to have:

• Excellent verbal and written communication skills, with the ability to listen actively and respond empathetically.
• Relevant customer service experience, including working in a fast-paced targeted environment.
• Resilience and professionalism when handling challenging conversations.
• Strong time management and organisational skills, with the ability to prioritise in a fast-paced environment.
• Basic knowledge of standard office systems, equipment and/or software and administrative processes – technical training will be provided in the role.
• Confidence in using multiple software systems while engaging with customers.
• A team player who can also work independently and take responsibility for personal development.
• A proactive, solutions-focused mindset with a commitment to delivering high-quality service.

Mandatory Training:

This is an agile role, mixture of office and homeworking. However, there will be a requirement to work from the office during training. If you require any reasonable adjustments at any stage during this process, including application stage, please let us know.

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.