Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Contact Handler
| Dyddiad hysbysebu: | 27 Awst 2025 |
|---|---|
| Cyflog: | £26,775 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 05 Medi 2025 |
| Lleoliad: | Stratford, East London |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | London and Quadrant Housing Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7029 |
Crynodeb
Contact Handler x2 - 7029
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
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
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:
Receive and log service requests via phone and email
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
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!
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
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
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:
Receive and log service requests via phone and email
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
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!