Customer Relations Officer Stage 2 Reviewer (multiple roles)

Cray House, Sidcup (20-40% of the time in the office, 3-4 days at home)
£27,454 per annum
22 Jul 2021
08 Aug 2021
Contract Type
Full Time

Due to COVID19, colleagues in eligible roles are currently working from home in line with government guidelines

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


Customer Relations Officer Stage 2 Reviewer Role Profile.docx

We continually strive to provide a first class service to our customers and are equally committed in making the right decisions with complaints. With the new Housing Ombudsman Complaint Handling Code we must ensure we comply with the code and this role is an opportunity to develop skills you already have and review all Stage 2 complaint escalations, impartially, thinking outside of the box and producing excellent responses to escalated cases.

If you are an exceptional customer focussed officer who is and consider yourself to be a high end achiever who not only meets and exceeds targets but also thrives under pressure in our fast paced environment; then you should consider applying for this role.

This new role will see you balance a majority of your time speaking with customers over the phone to understand why they have requested their complaint to be escalated. You will conduct thorough and completely impartial investigations of each case and produce excellent written outcomes for the escalated cases.


To be successful in this role, you will need to be caring, understanding, empathetic and be able to produce letters to a very high standard including a full review of your investigation. Proving the customer with an outcome that either closes the complaint and refers them to the Housing Ombudsman Service alternatively referring the customer back to the original business area with further actions to be progressed including a contact and form of timeline for events to progress.


You must have a confident approach in reviewing escalated cases as you will need to challenge decisions that may have already been agreed from other business areas therefore it is essential you have excellent and effective communication skills.


If you are interested in this role and have the experience required, then apply without delay!

COVID 19: The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Secure requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.

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.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

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.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

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. 

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

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.

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