Customer Care Coordinator (East of England)

The UK is facing a housing crisis, and not everyone has the means to enjoy the security and stability of owning their own home. Our aim at Legal & General Affordable Homes is to transform the affordable housing sector. With a fast-growing pipeline. We’re committed to investing in housing for all ages, social groups and tenures. We’re collaborating with developers, housing associations and public sector bodies across the country to drive investment into the UK’s affordable housing sector. Focusing primarily on the social, affordable rent, shared ownership markets, we’re striving to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. We want to have a positive economic and social impact on the regions and communities in which we work.

Legal & General Affordable Homes is a subsidiary of Legal & General Capital, which focuses on growth opportunities and scale ups, and invests its long-term capital in sectors in need of investment and innovation.

We are looking for a Customer Care Coordinator to join our Affordable Homes department.

This role will consist of travelling 2-3 days a week to our East of England scheme sites which can include Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk to carry out home demonstrations and act as a liaison between residents and our organization, fostering positive relationships.

What you'll be doing

• Accountable for the direct delivery of LGAH’s onboarding process for all tenures This includes face to face home demonstrations for shared owners and ensuring our Management Providers are delivering against set standards
• Providing assurance of service delivery for existing customers. This will be through reviewing key performance areas and on site inspections/visits to understand how services are being delivered
• Assist In complaint management within your region. Take responsibility for relevant actions following complaint investigations and taking ownership of customer related issues
• Embed a clear handover process for customers from LGAH to the Management Providers, so customers are clear on who is their main point of contact
• Work closely with LGAH’s Contract Management Team to address key customer focus areas of performance across our Management Provider network. This will include lettings, onboarding and existing customer performance measures
• Have oversight of the snagging process for new build homes, attending final inspections and using a customer lens to ensure quality standards are met. This includes attesting to the standards of product quality
• Work with the Customer Care Manager to periodically review the customer experience from analysing feedback and insight and then propose, test and deploy improvements to deliver enhanced customer experience, and design-out customer service failure

• Must have a full clean driving licence
• Evidence of a strong interest in customer experience and what matters to customers
• Solid understanding of the importance of meeting customer expectations and approaches to service delivery which achieve great customer feedback
• Working within the customer service industry, ideally housing, with an excellent understanding of the issues which matter most to customers
• A pro-active and creative approach to relationship-building and problem solving.
• A focus on the customer and how your areas of responsibility promote the L&G brand
• A great communicator who exerts influence in a collaborative style to produce results in the here and now

Legal & General is a leading financial services organisation, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.  

We’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.  

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.  

We strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose. 

If you’re open to find out more, we'd love to hear from you.