Resolution Officer – Building Compliance - 7733

Title: Resolution Officer –Building Compliance

Contract Type: 6 months Fixed TermContract/Secondment, Full Time, 35 hours per week

Salary: £34,381per annum (London weighted salary) or £30,386 per annum (Regional salary), dependanton experience

Grade: 6

Reporting Office: Stratford,London or Trafford, Manchester

Agile Worker : 20% - 40% ofcontractual hours to be worked from reporting office/working location (hybridworking). Office day Monday.

Closing Date: 29thApril 2026 at 11pm

Interview Dates: 7th or 8thMay via MS Teams

Please click here for the role profile - Role Profile - Resolution Officer.docx

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.

Join our Building Compliance Team at L&Q:

Are you passionate about resolving issues, improving services and doing the right thing for residents? If so, this could be an exciting opportunity to make a real difference at L&Q.

L&Q Building Compliance is looking for a Resolution Officer to join our team on a fixed‑term basis, supporting the effective and fair resolution of complaints across the organisation. This is a varied and rewarding role where no two cases are the same, and where your work directly contributes to safer homes and better resident outcomes.

Working closely with the Resolution Manager and colleagues across the wider Building Compliance Team, you’ll take ownership of complaints from investigation through to resolution. Building strong relationships with teams across L&Q will be key, as you balance problem‑solving, empathy and regulatory compliance to deliver clear, timely and high‑quality outcomes.

This is a great opportunity to strengthen your experience in complaint resolution, regulation and service improvement within a large and purpose‑driven housing organisation and work alongside a great expanding team.

Your impact in the role:

In this role, you’ll provide essential administrative support for complaints across the department, helping to ensure customer concerns are handled efficiently, thoroughly and with care. You’ll play a key part in keeping complaints on track, making sure they are regularly updated and progressed smoothly through the complaints process.

We’re looking for someone who is self‑motivated, professional and passionate about doing the right thing for customers. You’ll take pride in ensuring L&Q follows its complaints policies and procedures, while also having the confidence to highlight any areas where performance could be improved.

You’ll be comfortable working independently, as well as collaborating closely with your team and a range of internal and external stakeholders. Organisation will be one of your strengths, and you’ll be able to prioritise your own workload effectively, while staying aware of wider team objectives and stepping in to support colleagues when needed.

Previous experience in complaint handling or resolution is desirable, but above all, we’re looking for someone who consistently delivers excellent customer service, with empathy, professionalism and a solution‑focused mindset.

What you'll bring:

• Excellent Customer Service skills
• Proficient in use of MS Office packages
• Excellent written and verbal communication skills
• Works collaboratively as part of a team in a fast-paced, target-driven environment
• Experience of providing administrative support in a busy work environment
• Good organisation skills
• Ability to work well within a team

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

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.

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.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Fine out more here.

Sustainability is also 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!

#TJ