Customer Relations Officer – Delivery Team West, Major Works

Title

Customer Relations Officer – Delivery Team West, Major Works

Contract Type

Permanent, Full Time, 35 Hours per week

Salary

Starting from £34,381 per annum, dependant on experience. *Plus Essential Car User Allowance £1,300 per annum

Grade

6

Reporting Office

London, Stratford

Persona

Agile Worker

20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date

3rd June 2026 at 11pm

Interview Dates

9th June 2026, Face to Face interviews at our Stratford Office

Please click here to view your role profile - Customer Relations Officer.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…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

With effect from February 2026, L&Q reserve the right to not shortlist applications from candidates with 3 or more unsuccessful applications within the last 24 months.

Join our

Delivery Team at L&Q

An exciting opportunity has arisen to join our Delivery Team as a Customer Relations Officer. Reporting to the Customer Relations Manager, you will play an important role in supporting residents through major works, helping to manage queries, resolve complaints, and ensure expectations are clear and understood. Working closely with colleagues and partners, you will help deliver a positive experience and contribute to improving our Major Works services.

Over the next 13 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.

Customer Relations Officers work as part of a supportive, collaborative team and are aligned to a specific region within L&Q. Regular site attendance is a key part of the role, enabling you to build relationships, support residents, and work closely with delivery partners.

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

Your impact in the role

Support residents through major works and make a real difference when it matters most.

In this role, you will use your customer service skills to support residents when it matters most, handling complaints with empathy, professionalism, and confidence. You will work closely with delivery teams, contractors, and neighbourhood colleagues to ensure residents feel heard, supported, and valued throughout internal and external planned works.

A key part of the role is building relationships face to face. You will regularly visit sites to meet with delivery partners, review works on site and work collaboratively to resolve issues and move things forward. You will also play an active role in community life, attending coffee mornings and resident engagement sessions, helping to build trust and strong connections.

Alongside this, you will provide support with high level correspondence, including enquiries from MPs, Councillors, legal representatives, and the Housing Ombudsman.

If you enjoy being out on site, building relationships, and making a real and visible difference in the lives of residents, this is a role where your impact will be felt every day, and where you can take real pride in the difference you make.

What you'll bring

· Experience supporting customers and delivering a positive, high‑quality service

· Strong communication skills, with confidence engaging a wide range of people

· A collaborative approach, with the ability to work effectively in a busy, varied environment

· Confidence using IT systems, including MS Office or similar

· The ability to keep clear, accurate records and produce reports when required

· Experience supporting the resolution of complaints and managing customer expectations with empathy and professionalism

· Demonstrates an understanding of how day‑to‑day activities can impact budgets and overall financial performance

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

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.

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.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Fine out more here.

Sustainability is also 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!