London and Quadrant Housing Trust
Customer Account Lead
Job Location
South East London, United Kingdom
Job Description
Closing date for completed applications: 5th December 2024 at 11:59 pm
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q's Future Shape Strategy has set Operational Excellence-providing reliable, repeatable, and consistent services-as our key ambition. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as a Customer Account Lead, where you'll play a vital role in delivering excellent service to our residents while managing a portfolio of accounts, reducing arrears, and maximizing income.
You will have experience of managing and delivering a great customer experience across your own portfolio of accounts in a fast-paced and challenging income collection environment. You will have knowledge of working across the full arrears lifecycle and be able to demonstrate an ability to proactively work with residents in order to assess their needs and find solutions in sometimes complex circumstances.
Our Customer Account Leads will need to be resourceful and organised in their approach demonstrating an ability to prioritise where required. They will also work well as part of a Team and have the ability to listen, question, influence and negotiate as part of the day to day support they provide to residents and colleagues.
If successful, you will report into one of our Customer Account Managers and work as part of a geographical Team managing the full arrears lifecycle.
What You'll Bring:
To excel in this role, you'll need:
L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
Why Work for L&Q?
L&Q is not just a workplace; it's a community. Recognized as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive.
The successful candidate will have access to our full suite of benefits, which includes:
If you're eager to use your problem-solving skills and customer-focused approach to support our Income Team's mission - we encourage you to apply today!
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.
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.
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.
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.
#TJ
Location: South East London, GB
Posted Date: 11/28/2024
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q's Future Shape Strategy has set Operational Excellence-providing reliable, repeatable, and consistent services-as our key ambition. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as a Customer Account Lead, where you'll play a vital role in delivering excellent service to our residents while managing a portfolio of accounts, reducing arrears, and maximizing income.
You will have experience of managing and delivering a great customer experience across your own portfolio of accounts in a fast-paced and challenging income collection environment. You will have knowledge of working across the full arrears lifecycle and be able to demonstrate an ability to proactively work with residents in order to assess their needs and find solutions in sometimes complex circumstances.
Our Customer Account Leads will need to be resourceful and organised in their approach demonstrating an ability to prioritise where required. They will also work well as part of a Team and have the ability to listen, question, influence and negotiate as part of the day to day support they provide to residents and colleagues.
If successful, you will report into one of our Customer Account Managers and work as part of a geographical Team managing the full arrears lifecycle.
What You'll Bring:
To excel in this role, you'll need:
- Customer Service: Experience of providing excellent customer service in a fast-paced challenging environment. Demonstratable experience of dealing with customers sensitively in challenging circumstances
- Arrears Management: Experience of working across the full arrears lifecycle and a knowledge of welfare benefits
- Problem Solving: Skills and experience to make reasoned decisions, from a range of solutions, based on professional judgement
- Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise workload
- Team Working: Able to work with and communicate with colleagues across the organisation in order to find holistic solutions to challenges that might arise across the arrears lifecycle
L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
Why Work for L&Q?
L&Q is not just a workplace; it's a community. Recognized as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive.
The successful candidate will have access to our full suite of benefits, which includes:
- Generous Annual Leave: Starting at 28 days and increasing to 31 days after 3 years of continuous service.
- Excellent Pension Scheme: Double contribution up to 6%.
- Health Cash Plan: Claim money towards different types of medical services, and access other health and wellbeing offers
- Life Assurance: Generous non-contributory coverage.
- Employee Assistance Programme: Support when you need it.
- Recognition Bonus Scheme: Spot awards for outstanding contributions.
- Family-Friendly Policies: Designed to help you balance work and family life
- Diverse Networking Groups: Join groups like Ability, Kaleidoscope, Inspire & Spectrum.
- Volunteer Time: Up to 21 hours per year to volunteer with the charity of your choice.
- Learning & Development: Commitment to your professional growth.
If you're eager to use your problem-solving skills and customer-focused approach to support our Income Team's mission - we encourage you to apply today!
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.
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.
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.
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.
#TJ
ADZN1_UKTJ
Location: South East London, GB
Posted Date: 11/28/2024
Contact Information
| Contact | Human Resources London and Quadrant Housing Trust |
|---|