Resolution Officer
Please apply online via the link provided.
Please note, we do not accept CVs submitted without a fully completed online application form.
Title: Resolution Officer – Customer Relations Team Contract type: 6 Month FTC until February 2026 Persona: Part Time (18 hours per week - Wednesday 12pm - 4pm, Thursday and Friday 9am - 5pm) Hours: Part time, 18 hours per week Location: West Ham Lane, Stratford or Nexus House, Manchester Salary: Inside London £32,881 - £36,069 and Outside London £28,886 - £31,876 Pro Rata Closing date for completed applications: 19th September at 11pm. Interviews via MS Teams: W/c 22nd September.Benefits include:
Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Role Profile - Resolution Officer.docx
We are looking for an experienced Resolution Officer to join our Customer Relations Team, we have some great opportunities for customer service professionals wanting to make a difference. We continually strive to provide first class service to our customers, who are at the heart of what we do, and we are committed to making the right decisions with complaints.
As a Resolutions Officer, you will be responsible for reviewing and responding to multi faceted complaints in line with the Housing Ombudsman Complaint Handling Code. The role involves managing a case load of ongoing complaints through to resolution, supporting our residents and colleagues across the business. The aim is to provide the customer with the best outcome that resolves the complaint.
In this role, you will advocate for our residents, communicating with customers via telephone and email to understand their concerns, why they are dissatisfied, where things went wrong and the outcome they seek. You will conduct thorough and impartial investigations of each case you handle, produce excellent written correspondence, and where necessary, award compensation in line with L&Q policy.
We are looking for strong communication skills, both verbal and written, to produce excellent responses, and out the box thinking to resolve complex complaints. You’ll need to be caring, understanding and empathetic. Successful applicants must have experience dealing with complaints, a confident approach in reviewing cases and be able to challenge decisions. Complaints could cover multiple areas of the business, and therefore strong and effective diplomacy and stakeholder management skills are essential. Being able to manage your time, workload and be highly motivated, is also an important part of the role.
Duties will include:
- Managing and owning a caseload. Volumes may vary but you can expect at least 3-5 new complex complaints per week, and you may have 10 or more ongoing complaints to manage at any time
- Conducting thorough impartial investigation
- Working within response deadlines and adhering to team SLA’s/ KPI’s
- Liaising with customers and internal departments via phone, Microsoft teams and email and letter.
- Challenge decisions of internal departments
- Calculating compensation in line company procedures
- Ensuring information is carefully documented and systems are updated
- Being conversant with the Housing Ombudsman code and ensuring that complaint handling and decisions are in line with the code
Key skills and experience:
- Strong customer service
- Experience dealing with complaints
- Excellent written and verbal communication
- Inquisitive and investigative nature
- Critical thinker and ability to use own initiative
- Quick learner
- Computer literate
- Able to work at a fast pace and meet deadlines
- The ability to communicate effectively with residents from a wide range of backgrounds and to recognise vulnerabilities and tailor your approach accordingly
- Be supportive, empathetic and willing to think outside the box
- Be willing to challenge decisions which do not meet the HOS code and the needs of the resident
We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
About L&Q:
We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.
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. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and 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. Click here to read more.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Click here to find out more about L&Q and why you should join us!
Salary range
- £32,881 - £36,069 per year