Contact Centre Advisor L&Q Energy

A new and exciting opportunity has arisen to join our dynamic, forward-thinking, and rapidly expanding 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. 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.

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.

We expect all our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.

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, 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 100,000 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.

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.