Customer Escalation Officer

Title:

Customer Escalation Officer

Contract Type: 1 x permanent 35 hours p/w 1 x Fixed Term Contract (12 months 35 hours p/w)

Salary:
From £31,955 per annum (London weighted salary) or from £27,796 per annum (Regional salary), dependant on experience

Grade: 5

Reporting Office:
London, Stratford or Manchester, Trafford

Persona:
Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working) with Thursday as the day to be worked at the reporting officer

Closing Date: 10 th August 2026

Interview Date: 18 th August
2026

Please  for the role profile.

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.

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.

Join our Customer Resolution Team at L&Q:

Our customers are the most important part of our business and as a member of the Escalation Team, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time. This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.

The role will be responsible for managing a varied caseload of complex and sensitive escalations from the executive team.

You will act as the 'voice and face' of the Trust, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential.

This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own workload and be responsible for orchestrating a positive outcome for our customers.
 
You will have excellent written and verbal communication skills in order to deal with the various issues our diverse resident base will have. Therefore, it is essential that you've had experience in a customer service role and preferably with complaint handling.

You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.

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

Your impact in the role:
Liaise with internal teams and contractors to investigate and resolve issues swiftly and thoroughly.
Managing and owning a varied caseload of complex and sensitive escalations from the executive team
Draft high-quality written responses that reflect our values and commitment to service excellence
Act as a point of contact and reassurance for residents
Ensure all responses are timely, accurate, and meet both internal standards and regulatory expectations
Identify themes and trends from escalations to feed into service improvements across the Direct Maintenance Service
Undertaken project work as and when required What you'll bring:
Excellent written and verbal communication skills, with the ability to draft clear, accurate and high-quality responses to enquiries.
Proven experience in a similar customer service role.  
Strong time-management skills, with the ability to prioritise and meet deadlines.  
IT literate, with good working knowledge of Microsoft Office
Able to work effectively in a fast paced, high pressure environment. If you require any reasonable adjustments at any stage during this process, including application stage, please email (url removed)

About L&Q:

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