Job description
Office locations: Cray House in Sidcup, West Ham Lane in Stratford or Sale Point in Manchester
Salary: £28,553 - £29,980 per annum dependant on experience (London Weighted)
£24,675 - £25,908 per annum dependant on experience (Outside London)
Closing date for completed applications: 16th June 2023
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
- Managing own caseload
- Conducting impartial investigations/ reviewing stage 1 decisions
- Working within response deadlines and adhering to team SLA’s/ KPI’s
- Liaising with customers and internal departments via telephone and email
- Challenge decisions of internal departments
- Calculating compensation in line company procedures
- Ensuring information is documented and systems are updated
- Strong customer service and complaint handing experience
- Excellent written and verbal communication
- Inquisitive and investigative nature
- Critical thinker and ability to use own initiative
- Quick learner
- Computer literate
Salary & Benefits
Our benefits package includes:
- Agile working
- Strong family friendly policies
- Committed Learning & Development
- Annual leave starting from 26 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 23 in the UK
- Up to 21 volunteering hours per year
- Internally this role is referred to as a customer relations officer – Stage two reviewer.
**We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
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.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.
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.
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.
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 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.
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.