Closing date for completed applications: 10 th January 2024 at 11:59 pm Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. Join Our Income Management Team At L&Q, we are committed to providing proactive and efficient support that drives the success of our Income Management Team. As a Business Support Officer, you will play a vital role in managing customer queries, ensuring the smooth administration of legal processes, and contributing to our mission of delivering excellent customer service. Do you thrive on problem-solving, organization, and supporting key processes to drive team success? Are you adept at handling multiple priorities in a fast-paced environment while delivering exceptional customer support? If this sounds like you, this could be your opportunity to make a significant impact at L&Q. Your Impact in the Role: Customer Query Management: Efficiently manage customer queries through systems like D365, ensuring they are prioritized, allocated, and resolved in a timely manner. Independently resolve account-related queries and tenancy issues while maintaining excellent customer service standards. This includes the processing of Universal Credit claimants to ensure our customers receive their payments in a timely manner. Administration of Legal Processes: Provide crucial administrative support for court hearings, including diary management, document preparation, and collaboration with Debt Recovery Officers to ensure seamless proceedings. Process Excellence and Compliance: Maintain accurate records on systems such as D365, ensuring all cases meet required standards for legal action and compliance. Support key processes such as the yearly rent increases and direct debit refunds within delegated authority levels. Collaborative Teamwork: Build strong relationships with internal stakeholders, external partners, and residents to deliver holistic solutions and excellent service. What You'll Bring: To excel in this role, you'll need: Exceptional Customer Service Skills: Ability to deliver high-quality service in a busy environment, responding to customer and partner queries professionally. Problem-Solving and Decision-Making Skills: Demonstrated ability to take ownership of complex queries, make reasoned decisions in line with L&Q policies (such as eligibility for refunds and credits), and resolve issues efficiently while managing caseloads. Strong Organisational and Administrative Skills: Proven experience in managing multiple tasks efficiently, including diary management and legal process administration. Effective Communication Skills: Confident in communicating with internal and external stakeholders and maintaining professional relationships. IT Proficiency: Competent in using Microsoft Office (Word, Outlook, Teams, Excel) and comfortable navigating web-based applications like D365. Why Work for L&Q? L&Q is not just a workplace; it's a community. Recognised 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 well-being 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 skilled in customer service, administrative support, and managing caseloads efficiently, this is your opportunity to make an impact-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 a 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