Title: Customer Escalations Officer

Contract Type: Permanent, Full time, 35 hours per week

Salary: £30,455 per annum (London weighted salary) or £26,200 per annum (Regional salary) dependant on experience

Reporting Office: London, Stratford or Manchester, Trafford

Persona: agile/hybrid (office based 1 – 2 days per week)

Closing Date: 19th August at 9am

Interview Dates: w/c 25th August



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 and many more…



Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.



Role Profile - Customer Escalations Officer.docx



Join our Customer Resolution Team at L&Q:



Our customers are the most important part of our business and as a member of the Escalation Team, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time. This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.



The role will be responsible for managing a varied caseload of complex and sensitive escalations from the executive team.



You will act as the ‘voice and face’ of the Trust, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential.

This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own workload and be responsible for orchestrating a positive outcome for our customers.

You will have excellent written and verbal communication skills in order to deal with the various issues our diverse resident base will have. Therefore, it is essential that you’ve had experience in a customer service role and preferably with complaint handling.



You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.





Your impact in the role:



· Liaise with internal teams and contractors to investigate and resolve issues swiftly and thoroughly.

· Managing and owning a varied caseload of complex and sensitive escalations from the executive team

· Draft high-quality written responses that reflect our values and commitment to service excellence

· Act as a point of contact and reassurance for residents

· Ensure all responses are timely, accurate, and meet both internal standards and regulatory expectations

· Identify themes and trends from escalations to feed into service improvements across the Direct Maintenance Service

· Undertaken project work as and when required





What you'll bring:



· Able to work in a fast-paced and high-pressured environment

· Excellent communication skills, verbal and written

· Excellent organisational skills

· Versatile and resilient

· Inquisitive and strong problem-solving skills

· Great customer service with strong empathy

· Strong time management and ability to work to deadlines

· Self-starter with strong initiative

· Able to work within a team and work collaboratively with internal and external stakeholders

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 lqcareers@lqgroup.org.uk

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!