Resolution Team Leader - 7717

Title: Resolution Team Leader

Contract Type: Permanent, Full time, 35 hours per week

Salary: Starting from £42,149 per annum (London weighted salary) or £37,573 per annum per annum (Regional salary)

Grade: 08

Reporting Office: London, Stratford or Manchester, Trafford

Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 24th April 2026 at 11pm

Interview Dates: 30th April 2026, Face to Face at L&Q’s Stratford, London office

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Please click here for the role profile - Role Profile - Resolutions Team Leader.pdf

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…

Join our Customer Relations Team at L&Q:

As a Resolutions Team Leader, you won’t simply be overseeing complaints – you’ll be at the heart of making a real, tangible difference for our residents. This role is about shaping every experience, influencing outcomes, and driving genuine improvements throughout our services. Each day offers something new, whether it’s a fresh challenge or a chance to empower your team and raise standards. You’ll have the opportunity to deliver fair, transparent resolutions that truly matter, and your leadership will help ensure that our residents feel heard, valued, and confident in the support they receive. It’s a chance to be an active force for positive change – leading from the front, inspiring your team, and helping us build a stronger, more responsive service for everyone.

You will lead a high-performing Customer Resolutions team responsible for handling complaints with professionalism, empathy, and efficiency. You will coach and develop your team, oversee complex cases, and ensure every response meets both internal standards (complaints process at L&Q) and the expectations set out in the Housing Ombudsman Code. With a strong focus on quality and continuous improvement, you will help turn feedback into actionable change.

At its core, this role is key to ensuring we consistently provide fair and balanced outcomes, which is essential for maintaining the trust of our residents. By leading a skilled and motivated team, you’ll be instrumental in strengthening our approach to complaint handling, driving compliance, and embedding a culture of accountability and service excellence across the board.

Reporting to the Resolution Manager, this role sits within our Maintenance Service function at L&Q, under property services. You will work closely with internal and external stakeholders and lead a dedicated team focused on delivering high-quality complaint resolution and continuously improving the resident experience.

Your impact in the role:

• Leading and developing a high-performing team which will enhance productivity and the quality of complaint handling. Supporting the team in achieving its targets for resolution times and customer satisfaction.
• Taking ownership of complex and escalated cases to reduce risk, improve outcomes, and ensure key cases don’t breach regulatory deadlines.
• Monitoring KPIs and driving performance enabling early identification of underperformance, allowing timely interventions to keep the team on track to meet targets.
• Ensuring compliance with policies and procedures to minimises errors, reduce escalations, and in turn reducing Housing Ombudsman Orders, for L&Q.
• Lead the team to deliver high-quality, accurate complaint responses/timely outcomes to support compliance targets and help maintain the organisation’s reputation and external performance ratings.
• Building a culture of accountability and empathy to improve employee engagement and consistency, which positively impacts customer satisfaction scores.
• Collaborating with internal/external stakeholders to address the root causes to reduce complaint volumes, supporting long term efficiency and service improvement goals.
• Quality Checks, regular 1-2-1 ‘s and targeted training which closes performance gaps, improves individual capability and ensures consistent service delivery across the team.

What you will bring:

• Proven experience leading or supervising a team in a customer service, complaints, or resolutions environment.
• A strong track record of handling complex and sensitive customer issues with confidence.
• Outstanding communication skills, to clearly set expectations, provide constructive feedback, and promote open, honest dialogue within the team.
• The ability to coach, motivate, develop team members and embed a consistent, customer-focused approach.
• Ability to align team behaviours with wider organisational values and service standards.
• Ability to manage internal challenges and ensure a positive, collaborative team environment.
• Essential ability to understand team members’ perspectives, promote wellbeing, and role-model best practice when managing sensitive customer complaints.
• Knowledge of the Housing Ombudsman Code or complaints handling in repairs (desirable).
• Confidence using Microsoft Office, Excel, 365 and presenting Data.

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!

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