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Contact Centre Advisor

Employer
L&Q
Location
DA14 5HU, Sidcup
Salary
£22,625 to £24,500
Closing date
8 Jun 2022

Job Details

Title - Contact Centre Advisor within L&Q Energy

Contract Type - Permanent, full time 35 hours per week between 8am-6pm (varied)

Location - Based at Cray House, Sidcup DA14

Persona - Agile (60-80% home based)

Salary - £22,625 to £24,500

Closing date for completed applications: 8th June 2022 at 11pm

Interview processes will start on via Teams: to be confirmed

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

*Previous applicants need not reapply*

Benefits package includes excellent pension scheme, bonus scheme and generous annual leave entitlement.

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 Communal Heating Managers, Billing Managers and Engineers to ensure we deliver an amazing customer experience.

With a rapidly expanding heat customer portfolio, growing from 8,000 heat customers to in excess of 30,000 over the next few years this a really 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
  • Excellent interpersonal skills – both using the telephone, email and face to face
  • Excellent IT skills with experience of using relevant IT systems and CRM software, and the ability to learn IT packages in Metering & Billing and building management systems
  • Experience of 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 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.

L&Q follow current COVID guidelines. If you require any adjustments or support, please email [email protected]

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.

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 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.

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.

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.

Company

We house around 250,000 people in more than 105,000 homes, primarily across London and the South East – but we’re more than just a registered charitable housing association.

We are a long-term partner in the neighbourhoods where we work. We build aspiration, opportunity and confidence for everyone in our communities.

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