Customer Service Team Leader 18M FTC in London

Contract Type: 18-Month FTC, Full Time, 35 hours

Salary starting from £40,649 per annum (London weighted salary) or £36,073 per annum (Regional salary)

Grade: 08

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 – 20:00pm

Closing Date: 19th February 2026

Interviews will be held over MS Teams during w/c 2nd March 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 and many more.

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our award-winning Customer Service Centre at L&Q. 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, identifying 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.

If you’re ready to make a meaningful impact, drive performance, and keep customers at the heart of everything you do—apply today.

If you require any reasonable adjustments at any stage during this process, including application stage, please email.

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.