Resolutions Team Manager - 7242

Title: Resolutions Team Manager

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

Salary: Starting from £55,270 (London salary) and from £47,920 (Regional salary) per annum

Reporting Office: London, Stratford or Manchester, Trafford

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

Closing Date: 12th November at 11pm

Interview Dates: On a date to be confirmed

Please find the role profile here - Role Profile - Resolutions Manager.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 Complaints Team at L&Q:

At L&Q we’re committed to delivering exceptional service to our residents – and that means learning from every experience.

As one of our resolution team managers you will lead and inspire a team of complaint handlers to ensure a high-quality, robust, and timely complaint management service is provided to residents and other external stakeholders at various levels. The role will help to improve the customer complaints experience to increase resident satisfaction, and you will directly manage Resolutions Team Leaders to role model and implement areas of accountability.

Are you an inspirational leader with a track record of managing successful large complaint teams?

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

Your impact in the role:

• Lead the resolutions team to handle customer and stakeholder communications in line with agreed policies and procedures.
• Lead the team to ensure KPIs and agreed team objectives are met.
• Hold colleagues accountable for service delivery required to ensure complaints are proactively resolved in a timely and efficient manner, ensuring that the individual needs of complainants are considered on a case-by-case basis.
• Form effective relationships with internal and external stakeholders at all levels to achieve successful results for customers.
• Make logical decisions focused on solutions, recognising when things aren’t right, and acting quickly to make changes and put things right for the customer.
• Advocate change on behalf of the customer to create a better and faster customer experience for L&Q customers.

What you'll bring:

• Experience in managing large complaint-handling teams
• An ability to find creative and practical solutions to customer issues
• Excellent communication and presentation skills, with the ability to adapt your style to customer needs
• A demonstrable track record of commitment to excellent customer service in a demanding service centre environment
• Experience of leading effective business improvement projects
• Extensive experience of directly managing complaints
• Experience of working in the social housing sector

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!

#TJ