Job Description
Profile insights
Here’s how the job qualifications align with your profile.
Skills
Organisational skills
Customer service
Communication skills
Analysis skills
Do you have experience in Organisational skills?
Job details
Here’s how the job details align with your profile.
Pay
£32,881 a year
Job type
Full-time
Location
London•Hybrid work
Benefits
Pulled from the full job description
Annual leave
Company pension
Full job description
PREVIOUS APPLICANTS MAY NOT APPLY
Title: Customer Account Lead
Contracts: Permanent & Fixed Term
Hours: Full-Time, 35 hours per week
Persona: Agile (20-40% in office and 3-4 days working from home)
Office Location: Stratford, London or Trafford, Greater Manchester
(Travel to WHL office will be required to work with the
team on adhoc basis)
Salary: Starting from - £32,881 per annum (London)
£28,886 per annum (Outside London)
Role Profile - Customer Account Lead.pdf
Closing date for completed applications: 6th July 2026 at 11:5+ pm
Please note: The successful candidate will be required to attend the Stratford office for up to four days per week during the first six weeks of the role for training purposes.
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
At L&Q, our Future Shape Strategy Places Operational Excellence—delivering reliable, repeatable, and consistent services—at the heart of everything we do. As we evolve our Income Management Team and modernise our approach, this is an exciting opportunity to join us as a Customer Account Lead. In this vital role, you’ll help deliver outstanding service to residents while managing a portfolio of accounts, reducing arrears, and maximising income.
You should possess strong analytical skills, including the ability to calculate rent and payment amounts accurately. You will also need to work proactively with residents to assess their needs and develop effective solutions, even in complex or challenging situations.
You will manage a portfolio of accounts within a fast-paced, high-pressure income collection contact centre handling both outbound and inbound calls, as well as written communications. Your responsibilities will span from the early stages of new tenancies to initiating legal action for possession due to rent arrears. You’ll work closely with tenants to resolve outstanding debt through support referrals, tailored payment arrangements, and consistent communication via phone and written correspondence. Strong decision-making skills are essential, as you will be expected to make appropriate referrals for court proceedings, ensuring compliance with pre-court protocols and adherence to Income Collection policies and procedures to help reduce arrears.
You will demonstrate both compassion and empathy, while confidently handling challenging conversations when necessary. Resilience is essential in this role, as is a commitment to delivering excellent outcomes for customers. You’ll be expected to meet key performance indicators (KPIs) and manage multiple deadlines throughout the day, contributing to the department’s mission of reducing rent arrears and maximising income.
Our Customer Account Leads must be resourceful and well-organised, with the ability to prioritise tasks effectively. They should thrive in a team environment and demonstrate strong interpersonal skills—listening actively, asking thoughtful questions, and confidently influencing and negotiating to support both residents and colleagues in their daily interactions.
You will bring strong collaboration and communication skills, essential for building effective relationships with both internal and external stakeholders. These connections are key to delivering meaningful and sustainable solutions for our residents.
If successful, you will report into one of our Customer Account Managers and work as part of a geographical Team managing the full arrears lifecycle.
What You'll Bring:
To excel in this role, you'll need:
Customer Service: Experience of providing excellent customer service in a fast-paced challenging environment. Demonstratable experience of dealing with customers sensitively in challenging circumstances
Debt Management: Experience of debt recovery, and an understanding of welfare benefits
Problem Solving: Strong decision-making skills, with the ability to exercise informed judgment and make well-reasoned, independent decisions
Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise workload
Team Working: Excellent communication skills, with the ability to engage effectively with both internal and external stakeholders and collaborate to identify and implement solutions.
L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
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 wellbeing 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 eager to use your problem-solving skills and customer-focused approach to support our Income Team’s mission - we encourage you to 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 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.
Customer Account Lead
Location: London - Stratford or Manchester - Trafford
Posted: 23/06/2026
Closing date: 06/07/2026
Closing time: 23:5+
Here’s how the job qualifications align with your profile.
Skills
Organisational skills
Customer service
Communication skills
Analysis skills
Do you have experience in Organisational skills?
Job details
Here’s how the job details align with your profile.
Pay
£32,881 a year
Job type
Full-time
Location
London•Hybrid work
Benefits
Pulled from the full job description
Annual leave
Company pension
Full job description
PREVIOUS APPLICANTS MAY NOT APPLY
Title: Customer Account Lead
Contracts: Permanent & Fixed Term
Hours: Full-Time, 35 hours per week
Persona: Agile (20-40% in office and 3-4 days working from home)
Office Location: Stratford, London or Trafford, Greater Manchester
(Travel to WHL office will be required to work with the
team on adhoc basis)
Salary: Starting from - £32,881 per annum (London)
£28,886 per annum (Outside London)
Role Profile - Customer Account Lead.pdf
Closing date for completed applications: 6th July 2026 at 11:5+ pm
Please note: The successful candidate will be required to attend the Stratford office for up to four days per week during the first six weeks of the role for training purposes.
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
At L&Q, our Future Shape Strategy Places Operational Excellence—delivering reliable, repeatable, and consistent services—at the heart of everything we do. As we evolve our Income Management Team and modernise our approach, this is an exciting opportunity to join us as a Customer Account Lead. In this vital role, you’ll help deliver outstanding service to residents while managing a portfolio of accounts, reducing arrears, and maximising income.
You should possess strong analytical skills, including the ability to calculate rent and payment amounts accurately. You will also need to work proactively with residents to assess their needs and develop effective solutions, even in complex or challenging situations.
You will manage a portfolio of accounts within a fast-paced, high-pressure income collection contact centre handling both outbound and inbound calls, as well as written communications. Your responsibilities will span from the early stages of new tenancies to initiating legal action for possession due to rent arrears. You’ll work closely with tenants to resolve outstanding debt through support referrals, tailored payment arrangements, and consistent communication via phone and written correspondence. Strong decision-making skills are essential, as you will be expected to make appropriate referrals for court proceedings, ensuring compliance with pre-court protocols and adherence to Income Collection policies and procedures to help reduce arrears.
You will demonstrate both compassion and empathy, while confidently handling challenging conversations when necessary. Resilience is essential in this role, as is a commitment to delivering excellent outcomes for customers. You’ll be expected to meet key performance indicators (KPIs) and manage multiple deadlines throughout the day, contributing to the department’s mission of reducing rent arrears and maximising income.
Our Customer Account Leads must be resourceful and well-organised, with the ability to prioritise tasks effectively. They should thrive in a team environment and demonstrate strong interpersonal skills—listening actively, asking thoughtful questions, and confidently influencing and negotiating to support both residents and colleagues in their daily interactions.
You will bring strong collaboration and communication skills, essential for building effective relationships with both internal and external stakeholders. These connections are key to delivering meaningful and sustainable solutions for our residents.
If successful, you will report into one of our Customer Account Managers and work as part of a geographical Team managing the full arrears lifecycle.
What You'll Bring:
To excel in this role, you'll need:
Customer Service: Experience of providing excellent customer service in a fast-paced challenging environment. Demonstratable experience of dealing with customers sensitively in challenging circumstances
Debt Management: Experience of debt recovery, and an understanding of welfare benefits
Problem Solving: Strong decision-making skills, with the ability to exercise informed judgment and make well-reasoned, independent decisions
Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise workload
Team Working: Excellent communication skills, with the ability to engage effectively with both internal and external stakeholders and collaborate to identify and implement solutions.
L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
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 wellbeing 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 eager to use your problem-solving skills and customer-focused approach to support our Income Team’s mission - we encourage you to 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 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.
Customer Account Lead
Location: London - Stratford or Manchester - Trafford
Posted: 23/06/2026
Closing date: 06/07/2026
Closing time: 23:5+
💡 Quick Summary
Seeking a career-building opportunity? The Customer Account Lead position is now open for candidates interested in the Accountant Jobs sector. This role in London offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Accountant Jobs is a plus.
