At a Glance
- Tasks: Lead a team to deliver top-notch homeownership services and improve customer experiences.
- Company: Join a forward-thinking organisation dedicated to supporting homeowners.
- Benefits: Enjoy a competitive salary, generous leave, and excellent pension contributions.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real difference in the lives of 25,000 homeowners while developing your leadership skills.
- Qualifications: Experience in customer service and strong people management skills are essential.
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
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
- Many more
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.
Role Overview:
We are recruiting for a customer focused, Homeownership Manager to cover a maternity leave. Reporting to a Head of Homeownership, you will manage a team of officers dealing with a broad range of home ownership functions, specifically managing on a day-to-day basis staircasing (buying further shares), remortgage applications, transfer of ownership enquiries, statutory and non-statutory lease extensions and subletting applications. The Homeownership Team assists around 25,000 homeowners across the L&Q portfolio with 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:
We are looking for someone with experience of working in a customer focused environment who can evidence strong people management experience. Previous experience of working within a homeownership, leasehold & shared ownership team would be desirable for this role.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk. We’re a Disability Confident Leader (Level 3).
