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- Tasks: Lead a team to deliver top-notch customer service and manage complex cases.
- Company: L&Q is a leading housing association dedicated to providing quality homes for diverse communities.
- Benefits: Enjoy a great pension plan, generous annual leave, health cash plan, and lifestyle perks.
- Why this job: Make a real impact in customer care while working in a supportive and inclusive environment.
- Qualifications: Advanced customer service experience and strong leadership skills are essential.
- Other info: Flexible hybrid working model with opportunities for professional growth.
The predicted salary is between 32100 - 45500 £ per year.
Join to apply for the Senior Customer Care Officer role at L&Q
Join to apply for the Senior Customer Care Officer role at L&Q
Recruitment Coordinator – L&Q Group | Talent Acquisition & HR | MSc HRM & Consulting
Title: Senior Customer Care Officer
Contracts: Permanent, Full-Time
Hours: 37.5 hours per week
Reporting Office: Stratford, London
Persona: Agile/Hybrid (office based 20-40%)
Salary: Starting from £38,185 per annum depending on experience
Closing date for completed applications: 24th July 2025 at 11:59pm
Interviews to be tentatively conducted on 29th and 30th July 2025.
Benefits include: Excellent pension plan (up to 5% 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 the Customer Care team at L&Q!
Are you passionate about delivering exceptional customer service and leading teams to success? We’re looking for a Senior Customer Care Officer to join our dynamic Customer Care Team at L&Q.
Reporting to the Customer Care Manager, you’ll play a pivotal role in ensuring our residents receive a high-quality aftercare service during their guaranteed defect liability period. You’ll manage a Customer Care Assistant and oversee the day-to-day operations of the Customer Care Officers, manage complex cases, and contribute to strategic improvements that enhance customer satisfaction and operational efficiency.
Your Impact in the Role:
- Lead and motivate a team of Customer Care Assistants, ensuring high performance and excellent customer service aligned with L&Q values.
- Personally manage complex projects involving multiple stakeholders, legal proceedings, and reputational risks.
- Act as a senior point of contact for residents, taking ownership of enquiries and complaints, and ensuring timely resolution.
- Use tools like Power BI to identify performance trends and drive improvements.
- Collaborate across internal teams including Neighbourhoods, Direct Maintenance, Project management and Asset Management and other external partners to deliver a seamless customer experience.
- Deputise for the Customer Care Manager and contribute to strategic meetings and working groups.
What You\’ll Bring:
To excel in this role, you\’ll need:
- Advanced customer service experience in a fast-paced environment.
- Strong leadership and stakeholder management skills.
- Excellent communication skills – both written and verbal.
- Technical appreciation of building-related issues.
- Proficiency in MS Office and Arena-based systems.
- Ability to manage risks, ensure compliance, and maintain accurate records.
We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
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.
At L&Q, 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.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.
If you require any reasonable adjustments at any stage during this process, including application stage, please email
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Click here to find out more about L&Q and why you should join us!
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
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Job function
Customer Service
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Senior Customer Care Officer employer: L&Q
Contact Detail:
L&Q Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Care Officer
✨Tip Number 1
Familiarise yourself with L&Q's values and mission. Understanding their commitment to high-quality housing and community service will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare specific examples from your past experiences that demonstrate your leadership and customer service skills. Highlight situations where you've successfully managed complex cases or led a team to improve customer satisfaction.
✨Tip Number 3
Brush up on your knowledge of tools like Power BI. Being able to discuss how you can use data analytics to identify trends and drive improvements in customer care will set you apart as a candidate who can contribute strategically.
✨Tip Number 4
Network with current or former employees of L&Q if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and questions during the interview process.
We think you need these skills to ace Senior Customer Care Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and leadership skills. Use specific examples that demonstrate your ability to manage complex cases and lead teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of L&Q's values. Mention how your experiences align with the role and how you can contribute to enhancing customer satisfaction.
Highlight Relevant Skills: In your application, emphasise your proficiency in MS Office and any experience with tools like Power BI. Also, mention your technical appreciation of building-related issues, as this is crucial for the role.
Follow Application Guidelines: Ensure your application does not exceed 500 words as specified. Adhere to the closing date and submit your application through our website to ensure it is considered.
How to prepare for a job interview at L&Q
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous customer service roles in detail. Highlight specific examples where you went above and beyond to resolve issues or improve customer satisfaction, as this is crucial for the Senior Customer Care Officer position.
✨Demonstrate Leadership Skills
Since you'll be leading a team, it's important to convey your leadership style. Share experiences where you successfully motivated a team or managed complex projects, showcasing your ability to handle multiple stakeholders and drive results.
✨Familiarise Yourself with L&Q's Values
Research L&Q’s core values and behavioural framework. During the interview, align your answers with these values to demonstrate that you understand and embody what the organisation stands for.
✨Prepare for Technical Questions
Given the technical aspects of the role, brush up on building-related issues and relevant software tools like Power BI. Be ready to discuss how you've used data to identify trends and implement improvements in past roles.
