Customer Relations Officer Major Works

2 weeks ago

London, United Kingdom L&Q Full time

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 97,000 homes, primarily across London and the South East.

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.

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

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.

Title

**Customer R**elations Officer Major Works**

Contract Type

Permanent Full Time

Location

Cray House Sidcup DA14, West Ham Lane, Stratford London or Sale Point, Greater Manchester

Persona

Agile Working (site, office and home working)

Salary

£28,553 - £30,500 depending on experience plus £1,300 car allowance*

8th August at 11 pm

Selection Process

Two-stage process final interviews on 23rd August

L&Q is seeking 3 skilled and experienced Customer Relations Officers to work within the Trust's Major Works Delivery team. This role reports to the Customer Relations Managers and will work closely to manage customer queries, complaints and expectations on a daily basis. This is a newly established team and role, committed to making a difference in our residents’ lives and improving the way we deliver Major Works services.

Over the next 15 years, the Major Works Investment Programme will make sure every resident has a safe and decent home to live in, with our homes maintained to the Decent Homes Standard. The programme covers all L&Q rented homes and communal areas in building with leasehold and shared ownership homes.

The Customer Relations Officers work as a supportive team and will be assigned to a region within L&Q. Our Customer Relations Officers are expected to be able to drive and will have access to a car. Travel to site is an essential part of the role.

You will have a wide range of skills including, seamless customer service and complaint management. You will be an initiative-taking, professional individual, who is able to communicate and influence working with a wide range of stakeholders. Working alongside partnering contractors and Resident Liaison Officers.

You will work closely with the delivery team and contractors to ensure excellent end-to-end customer service. Also Manage and respond to correspondence from MPs, Councillors, Legal representatives, and Housing Ombudsman Service.

The Customer Relations Officer will be responsible for maintaining relationships with key stakeholders and partners, promoting and representing L&Q and Customer Relations - including Housing Ombudsman Service and other Housing organisations.

This is a socially rewarding role with the opportunity to make a real difference to our residents and the local community.

To be shortlisted you must be able to clearly demonstrate the following:

- Experienced in delivering customer-focused services in a demanding, public-facing environment
- Demonstrates an awareness of how operational matters impact budgets and financial performance
- Excellent verbal and written communication skills, able to develop and influence relationships at all levels.
- Ability to work collaboratively as part of a team in a fast-paced, target-driven environment
- Proficient IT skills and use of MS Office suite or similar
- Ability to produce accurate reports as required
- Experience resolving conflicts and managing expectations
- Experience maintaining high-quality records and notes on the syste
- Feeding back the cause of complaints to prevent a recurrence

We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.

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.

We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
- ECU Allowance is paid in accordance with requirements of the relevant policy as updated from time to time.

**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

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