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.

ROLE PROFILE - SENIOR CUSTOMER CARE OFFICER.DOCX

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…

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

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