At a Glance
- Tasks: Support tribunal casework and ensure accurate documentation for service charge proceedings.
- Company: Join L&Q, a leading housing association dedicated to quality and community.
- Benefits: Enjoy a competitive salary, generous leave, excellent pension, and lifestyle perks.
- Other info: Hybrid working model with opportunities for career growth and professional development.
- Why this job: Make a real impact in housing while developing your skills in a supportive environment.
- Qualifications: Experience in administrative support and strong attention to detail required.
The predicted salary is between 31955 - 31955 £ per year.
Contract Type: 12 Month Fixed Term Contract, Full Time - 35 Hours
Salary: Starting from £31,955.00 per annum, depending on experience (London Weighted Salary)
Grade: 5
Reporting Office: Stratford, London
Working Location: West Ham Lane - FTT Court
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 21st September 2026
Interview Dates: Interviews will take place in-person (dates to be confirmed)
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
- And many more...
We are looking for a highly organised and detail-oriented Service Charge Tribunal Casework Officer to join our Rent & Service Charge Team. This newly created role offers an exciting opportunity to support L&Q's representation at the First-tier Tribunal (Property Chamber), ensuring tribunal cases are managed efficiently, documentation is accurate and compliant, and key deadlines are met.
Reporting to the Service Charge Team Leader, you will work closely with Service Charge Managers, Service Charge Specialists, Managing Agent Specialists, and wider teams across the business to coordinate tribunal casework and provide high-quality administrative support.
Your Impact and responsibilities in the Role:
- Provide casework and administrative support for service charge tribunal proceedings.
- Coordinate the preparation of tribunal bundles, witness statements, and supporting submissions.
- Maintain accurate case records, trackers, and document management systems.
- Monitor tribunal directions, deadlines, and key milestones to ensure compliance.
- Liaise with Legal, Property, Finance, and Service Charge teams to support robust case preparation.
- Attend tribunal hearings with members of the Management and Specialist Teams when required.
- Support the implementation of lessons learned and best practice arising from tribunal outcomes.
- Ensure all documentation is complete, accurate, and presented professionally.
Through your work, you will help ensure L&Q delivers effective service charge representation while maintaining high standards of compliance, accuracy, and customer service.
What you'll bring:
Essential:
- Experience providing administrative or casework support within a housing, legal, property, or service charge environment.
- Experience maintaining accurate case files, document management systems, and trackers.
- Experience working to strict deadlines, including managing competing priorities.
- Strong working knowledge of Microsoft Office (Word, Excel, Outlook).
- Good understanding of service charge processes or similar financial/operational documentation (e.g. invoices, costs, contracts).
- Confidence supporting case preparation discussions with internal teams.
Desirable:
- Strong attention to detail and commitment to accuracy.
- Ability to process and structure large volumes of information clearly.
- Effective written and verbal communication skills.
- Ability to work collaboratively with operational and legal stakeholders.
This role would be ideal if you enjoy working with data, processes and legislation, with a keen eye for detail, taking pride in ensuring accuracy and compliance while delivering excellent service to colleagues and customers.
If you require any reasonable adjustments at any stage during this process, including application stage, please email (url removed).
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. Our purpose is simple - to provide social homes and landlord services that everyone can be proud of.
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, which outline 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.
Casework Officer in London employer: L&Q
L&Q is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With a comprehensive benefits package including an excellent pension plan, generous annual leave, and opportunities for community engagement, our team members thrive in a dynamic environment that values diversity and inclusion. Working in the vibrant Southwest London area, you'll have the chance to make a meaningful impact on residents' lives while enjoying the flexibility of mobile working.
StudySmarter Expert Advice🤫
We think this is how you could land Casework Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q. 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 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 Casework Officer 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:Your cover letter is your chance to shine! Tell us why you want to work at L&Q 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!
How to prepare for a job interview at L&Q
✨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.
