Contact Handler X2

**Title: Contact Handler x2**

**Contract Type: Permanent - Full Time - 35 hours**

**Salary: From £26,775 per annum to £29,280 (London Weighted Salary) dependent on experience**

**Reporting Office: London, Stratford**

**Persona: Agile - 1-2 days office attendance required - with travel to site required**

**Working Pattern: Monday - Friday**

**Closing Date: 5th September 2025 - 23:00**

**Interview Dates: On a date to be confirmed via Ms Teams**

**Role Profile - Contact Handler.docx**
- 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

**Join our B2B Hub Team at L&Q**:

- Are you passionate about delivering excellent customer service and want to be part of something new and exciting? This is your opportunity to help shape a brand-new team at L&Q that will support our strategic relationship with Metra Living.
- As a **Contact Handler**, you’ll be the first point of contact in our newly formed **Business-to-Business (B2B) Hub**, responsible for managing service requests and ensuring cases are logged, triaged, and dispatched accurately and efficiently.
- This role is essential to ensuring our service delivery meets the high standards expected by Metra Living. You’ll play a key role in maintaining our reputation for responsiveness and professionalism.
- You’ll report to directly to our Head of Managing Agent Relationships and work closely with the Hubs Relationship Manager, Case Manager and wider L&Q teams.

**If this sounds like you, we would love for you to apply**

**Your impact in the role**

**Main Duties**:

- Triage and prioritise cases using diagnostic tools
- Dispatch work orders to internal teams or contractors
- Provide timely updates and close-the-loop communications
- Monitor progress, chase outstanding jobs, and escalate as needed
- Maintain accurate records for audit and cost recovery
- Proactively identify recurring issues and delays

**Key Relationships**:

- Work closely with Case Manager, Relationship Manager and Operational Teams, such as Re[airs, Estates and Compliance Specialists
- Act as the frontline representative of L&Q to Metra Living, ensuring a professional and responsive service.

**How You’ll Help Achieve Departmental Goals**:

- Ensure first-time resolution or accurate triage
- Support SLA compliance and performance reporting
- Help maintain service quality and customer satisfaction

**What you'll bring**

**Essential**:

- Experience in customer service and housing or repairs
- Strong communication and organisational skills
- Confident telephone manner and ability to multitask
- Proficiency in Microsoft Office and CRM systems
- Ability to work independently and in a fast-paced team environment
- Calm, methodical approach under pressure

**Desirable**:

- Adaptability to change
- Experience in B2B service delivery or client liaison

**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.
- 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
- #TJ

**Contact Handler x2 - 7029**

**Location**:London - Stratford

**Posted**:22/08/2025

**Closing date**:05/09/2025

**Closing time**:23:00