Title
Resolutions Officer
Contract Type
Permanent & Fixed term contracts
Hours
Full time – 35 hours, Monday – Friday, 8am-6pm
Salary
£34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary)
Grade
6
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
9th July 2026
Interview Process
1st stage will be an assessment and 2nd stage will be an interview held over MS Teams
Benefits
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. Previous applicants may not apply.
L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.
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.
- Strong organisational skills with strong attention to detail.
- 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
#J-18808-Ljbffr…