Resolutions Officer - 7391

Title: Resolutions Officer

Contract Type: Various positions available - permanent, full time, 35 hours per week/Fixed term contract, full time, 35 hours per week

Salary: Starting from £32,881 per annum (London weighted salary) or £28,886 per annum (Regional salary)

Grade: 06

Reporting Office: London, Stratford or Manchester, Trafford

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

Closing Date: 20th January at 11pm

Interviews to be held via MS Teams on a date to be confirmed.

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 Customer Relations Team at L&Q!

Are you passionate about delivering excellent customer service and resolving issues that truly make a difference?

Do you thrive in a fast-paced environment where empathy, problem-solving, and great communication come together?

We’re looking for an experienced Resolution Officer to join our Customer Relations Team. You’ll play a key role in investigating, resolving, and responding to customer complaints in line with the Housing Ombudsman Complaint Handling Code, ensuring we always put our residents first.

You’ll manage your own caseload, working closely with colleagues across the business to find fair, balanced outcomes. This role requires diplomacy, attention to detail, and the ability to think creatively when handling complex cases.

If this sounds like you, we would love for you to apply!

Your impact in the role:

• Managing and owning a caseload of ongoing customer complaints, typically 3–5 new cases per week.
• Conducting thorough, impartial investigations and producing high-quality written responses.
• Communicating with customers via phone, email, and MS Teams to understand concerns and expectations.
• Liaising with internal departments to reach effective resolutions and, where appropriate, awarding compensation in line with policy.
• Ensuring all records are up-to-date and compliant with the Housing Ombudsman Code.
• Challenging internal decisions where necessary to ensure fair outcomes for residents.

What you'll bring:

• Strong customer service experience, ideally in a complaint-handling environment.
• Excellent written and verbal communication skills.
• Proven ability to manage competing priorities and meet deadlines in a busy, target-driven setting.
• A collaborative approach with confidence to challenge and influence stakeholders.
• Compassion, empathy, and an understanding of customer needs and vulnerabilities.
• Computer literacy and the ability to quickly learn new systems.

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.

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.

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!

#TJ