Senior Customer Care Officer

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 [email protected]

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!