Title: Contact Centre Advisor x2 – L&Q Energy
Contract Type: Permanent, Full Time, 35 hours per week
Salary: £28,275 per annum (London weighted salary) or £24,545 per annum (Regional salary), dependant on experience
Grade: 3
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)
Working Pattern: Monday – Friday, shift rota between the hours of 8am – 6pm
Closing Date: 7th September 2026 at 11pm
Interview Dates: To be confirmed
Please click here for the role profile - Contact Centre Advisor.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.
L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 12 months
Join our L&Q Energy Team at L&Q:
An exciting opportunity has arisen to join our forward-thinking, Energy Team. With customers being our most important focus, the successful candidate will have a real passion for providing excellent customer service and the desire to make a difference.
Working within the specialist L&Q Energy Customer Services Team our Contact Centre Advisors provide a professional front line service to customers supplied with heating and hot water from our communal and district heating systems.
If this sounds like you, we would love for you to apply!
Your impact in the role:
Working to resolve calls on a first contact basis you will assist customers with metering and billing enquiries and help to fix heating and hot water issues, managing schedules and making bookings for engineers. Our Contact Centre Advisors are integral to the L&Q Energy customer experience and play a vital role in supporting our Energy Operations Managers, Heat Metering & Billing Manager, and Engineers to ensure we deliver an amazing customer experience.
With a rapidly expanding heat customer portfolio, growing from 8,000 heat customers to more than 30,000 over the next few years this an exciting time to join L&Q Energy! We can offer you the opportunity of personal development and career progression, and most importantly career satisfaction. Our growing team of Contact Centre Advisors play an integral role in helping us to meet the needs and expectations of our customers contributing towards the overall success and achievements of the Team.
What you'll bring:
The successful candidate will be customer focused with excellent communication skills, great attention to detail, and be willing to go the extra mile. You will be required to demonstrate the following skills and experience.
- Demonstrable experience delivering excellent customer service in a demanding customer-facing environment.
- Have excellent problem-solving skills to ensure effective results for the customers are achieved.
- Excellent interpersonal skills – both using the telephone, email, and face to face
- Excellent IT skills with experience in using relevant IT systems and CRM software, and the ability to learn IT packages in Metering & Billing and building management systems
- Experience in dealing with debt management and the ability to explain and set up payment plans to assist in the debt recovery
- Experience in the communal heating and metering and billing sector is desirable.
If you require any reasonable adjustments at any stage during this process, including application stage, please email [email protected]
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. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.
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, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.
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. Find 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.
