At a Glance
- Tasks: Manage homeownership accounts and deliver excellent customer service while driving performance.
- Company: Join L&Q, a leading housing association dedicated to quality and community.
- Benefits: Enjoy a competitive salary, generous leave, and a fantastic pension plan.
- Other info: Flexible hybrid working and opportunities for professional growth await you.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Experience in customer service and arrears management is essential.
The predicted salary is between 34381 - 34381 £ per year.
Contract Type: Permanent, Full-time (35 hours per week)
Salary: £34,381 per annum to £37,570 per annum (London weighted salary)
Grade: 6
Reporting Office: London, Stratford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Working Pattern: Shifts of 8am-4pm, 9am-5pm and 10am-6pm on a five-week rotation.
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
Join our Homeowners Income Team at L&Q: L&Q’s Future Shape Strategy puts Operational Excellence at the heart of everything we do - delivering reliable, consistent, and high-quality services to our residents. This is an exciting opportunity to join our evolving Income Management function as a Homeownership Account Lead, where you will play a key role in shaping customer outcomes while driving performance and continuous improvement.
Your impact in the role:
Main duties:
- Lead the day-to-day management of a portfolio of homeownership accounts, ensuring accurate account management and timely resolution of queries.
- Drive arrears performance by proactively managing cases, setting sustainable repayment arrangements, and supporting residents to maintain their accounts.
- Monitor and review account activity, identifying risks, trends, and opportunities for early intervention.
- Ensure all customer interactions are handled professionally, delivering a high standard of service and achieving positive customer outcomes.
- Maintain accurate records and compliance with internal policies, procedures, and regulatory requirements.
- Support continuous improvement by identifying efficiencies and contributing to process enhancements.
Key relationships:
- Work closely with the wider Income team to ensure a consistent and joined-up approach to account management.
- Collaborate with customer service teams to ensure seamless handling of resident queries and interactions.
- Engage with internal stakeholders such as Finance, Legal, and Housing Management to support case resolution and escalate issues where required.
- Build positive, professional relationships with residents to encourage engagement and sustained payment behaviour.
How you will help achieve departmental targets and goals:
- Contribute directly to arrears reduction targets through effective account management and maximising income collection.
- Support performance targets by maintaining strong productivity levels.
- Improve customer satisfaction outcomes by ensuring consistent survey completion and high-quality interactions.
- Drive efficiency by utilising systems effectively and accurately managing availability.
- Actively support a high-performance culture by sharing best practice, maintaining accountability, and contributing to team success.
What we’re looking for:
- Customer Service: Proven experience of delivering excellent customer service within a fast-paced and often challenging environment.
- Arrears Management: Strong experience managing accounts across the full arrears lifecycle, with a solid understanding of homeowner arrears strategies and the legal remedies available to support enforcement where required.
- Problem Solving: Well-developed analytical and decision-making skills, with the ability to assess situations, consider a range of solutions, and make reasoned, professional judgements.
- Organisation and Time Management: Highly self-motivated with excellent organisational skills. Able to manage competing priorities effectively and deliver results within deadlines.
- Team Working: A collaborative team player with the ability to build strong working relationships across the organisation.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
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.
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.
Homeownership Account Lead - 7949 in London employer: We build homes for sale or rent across the country
L&Q is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With a competitive salary, generous benefits including an excellent pension plan and ample annual leave, as well as opportunities for volunteering and personal development, L&Q fosters a collaborative environment where employees can thrive while making a meaningful impact in the community. Located in London, this role allows for hybrid working, ensuring a flexible balance between professional responsibilities and personal life.
Contact Details:
We build homes for sale or rent across the country Recruitment Team
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