Customer Service Advisor

Title:

Customer Service Advisor

Contract:

Perm & Fixed term contracts

Contract type

Homeworking or hybrid (office-based 1-2 days per week)

Office Locations (if hybrid):

Home/ Stratford in London / Trafford in Manchester

Hours:

35 hours per week, scheduled between 8am – 6:15pm, Monday – Friday

Salary:

London £26,286, Outside London £25,210 per annum

Closing date:

Sunday 26th May 2024

Interviews

From 4th to 7th of June 2024

Start date:

8th July 2024

Training:

There will be 7 weeks of mandatory training via Microsoft Teams

So you know the full expectations of our homeworking contracts, please read the whole advert and it’s supporting documents before applying. Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. Previous applicants need not apply.

Do you love helping people?
Are you passionate about delivering excellent customer service?
Do you want to work for an organisation that really makes a difference?

Then look no further! L&Q has an award-winning customer service centre, we strive for excellence and our customers are the most important part of our business! As a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time.

We are large company, and we are still growing! The Customer Service Centre alone receives circa 3500 inbound calls per day. It is a vibrant and fun department with excellent training and promotion opportunities. We're looking for someone who can demonstrate strong communication skills and has experience of prioritising and managing their own time. To be successful you’ll need to be a high achiever who strives to meet and exceed KPIs. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? If you are, then you sound perfect for our team!

The role of a customer service advisor:

• Be the first point of contact for our residents. Provide first contact resolution where possible, through ownership of queries and taking the relevant action required.
• Deal with a wide range of enquiries, which could include: maintenance repairs new and existing, housing management, account information – such as paying rent, money advice and support, Buying and selling property, and general leasehold enquires.
• Answers customers messages via multiple channels, such as telephone, email and any inhouse packages to enhance the customer service experience.
• Provide accurate and appropriate information to the enquiry.
• Keep confidential records of customer interactions, transactions, comments and complaints, using the appropriate tools/ systems.
• Comply with company policy and procedures.
• Advocate L&Q Values
• Liaise with other departments where needed.
• Play an active role towards departmental KPI’s and company objectives. 

Skills:

• Clear communication skills both written and verbal
• Excellent listening skills.
• Remain resilient and focused while handling difficult conversations.
• Be able to work in a fast-paced environment and under pressure.
• Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders.
• Able to use positive and empathetic language to influence both internal and external stakeholders.
• Confidence to work individually whilst also having the ability to work collaboratively, playing an active role in both your team and overall department.
• Responsible for your own time management and adhering to schedule.
• Computer literacy, to be able to navigate multiple company software applications while still actively listening. - Problem solver using own initiative and take a common sense approach.
• Target driven to achieve your individual KPI’s and objectives
• Be responsible for your own learning (seeking advice, support, help and guidance when required

Why choose L&Q?

We offer a strong work-life balance by offering home working or hybrid contracts, as well as competitive annual salary with the potential to earn an additional £2,500 You’ll receive a one off reward of £500 for passing probation and receive up to £2,000 when you become multiskilled and learn new telephone channels (£500 per skill, max £1,500 within the first 18 months). We also offer a very competitive benefits package: 

· Strong family-friendly policies

· Remote working model

· Committed Learning & Development 

· Annual leave starting from 28 days rising to 31 PLUS bank holidays

· Excellent Pension Scheme – double contribution up to 6% 

· Generous non-contributory life assurance

· An Employee Assistance Programme

· Great places to work certified 2022 

· Best Workplaces for Women – ranked 45 in the UK

Our recruitment process: 
Shortlisted candidates will be invited to an assessment between 4th and 7th of June 2024.

Stage 1:  All shortlisted candidates will be invited to book onto a 30-minute telephone assessment slot between the hours of 9am to 12pm.

Stage 2:  If successful from the telephone interview, you will be invited to a 60-minute online assessment between the hours of 1pm to 5pm on the  same day  as your telephone assessment.

The interview process will include competency based questions and a scenario with an IT assessment. You will need to have a quiet space for the duration of the interview and be prepared with a Microsoft teams set up with a camera, working audio and notebook & pen.

About L&Q:

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London, the South East and North West. As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Our commitments:

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. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

For the fifth year in a row, we have been recognised as one of the UK’s Best Workplaces for Women in the super large category. 

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.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.