Resolutions Team Leader - 7204

Title: Resolutions Team Leader

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

Salary: Starting from £40,649 per annum (London weighted salary) or £36,073 per annum per annum (Regional salary)

Grade: 08

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: 31st October 2025

Interviews: To be held during w/c 17th November 2025

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…

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

We’re looking for a passionate and motivated Resolutions Team Leader to join our Customer Relations team.

This is an exciting opportunity to lead a team of dedicated Resolutions Officers, ensuring our customers receive a fair, transparent and high-quality complaints service. You’ll play a vital role in driving service excellence, supporting your team to achieve great outcomes, and ensuring compliance with the Housing Ombudsman Code.

If you’re an experienced team leader who thrives on developing people, improving processes, and delivering exceptional customer experiences, we’d love to hear from you.

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

Your impact in the role:

• Lead, coach, and motivate a team of Resolutions Officers to provide a high-quality complaints service.
• Take ownership of complex and escalated complaints, ensuring fair and timely outcomes.
• Ensure complaints are managed in line with L&Q’s policies, procedures, and performance standards.
• Monitor and report on team KPIs, identifying opportunities for continuous improvement.
• Provide guidance and oversight on responses to the Housing Ombudsman, ensuring quality and compliance.
• Foster a culture of accountability, empathy and problem-solving across the team.
• Build strong relationships with key internal stakeholders to identify and address the root causes of complaints.

What you'll bring:

• Experience leading or supervising a team within a customer service, complaints or resolution environment.
• Proven ability to manage complex and sensitive customer issues effectively.
• Excellent written and verbal communication skills with strong attention to detail.
• Confidence in coaching, motivating and developing individuals to achieve targets.
• A calm, impartial, and solutions-focused approach when handling conflict.
• Knowledge of the Housing Ombudsman Code or housing complaints processes (desirable).
• Proficiency in Microsoft Office and CRM 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