Resolution Officer – Building Compliance
Contract Type: 6 months Fixed Term Contract/Secondment, Full Time, 35 hours per week
Salary: £34,381 per annum to (London weighted salary) or £30,386 per annum (Regional salary), dependant on experience
Grade: 6
Reporting Office: Stratford, London or Trafford, Manchester
Agile Work: 20%‑40% of contractual hours to be worked from reporting office/working location (hybrid working). Office day Monday.
Job Overview
L&Q Building Compliance is looking for a Resolution Officer to join our team on a fixed‑term basis, supporting the effective and fair resolution of complaints across the organisation. This is a varied and rewarding role where no two cases are the same, and where your work directly contributes to safer homes and better resident outcomes.
Working closely with the Resolution Manager and colleagues across the wider Building Compliance Team, you’ll take ownership of complaints from investigation through to resolution. Building strong relationships with teams across L&Q will be key, as you balance problem‑solving, empathy and regulatory compliance to deliver clear, timely and high‑quality outcomes.
In this role, you’ll provide essential administrative support for complaints across the department, helping to ensure customer concerns are handled efficiently, thoroughly and with care. You’ll play a key part in keeping complaints on track, making sure they are regularly updated and progressed smoothly through the complaints process.
We’re looking for someone who is self‑motivated, professional and passionate about doing the right thing for customers. You’ll take pride in ensuring L&Q follows its complaints policies and procedures, while also having the confidence to highlight any areas where performance could be improved.
You’ll be comfortable working independently, as well as collaborating closely with your team and a range of internal and external stakeholders. Organisation will be one of your strengths, and you’ll be able to prioritise your own workload effectively, while staying aware of wider team objectives and stepping in to support colleagues when needed.
Previous experience in complaint handling or resolution is desirable, but above all, we’re looking for someone who consistently delivers excellent customer service, with empathy, professionalism and a solution‑focused mindset.
What you’ll bring:
- Excellent Customer Service skills
- Proficient in use of MS Office packages
- Excellent written and verbal communication skills
- Works collaboratively as part of a team in a fast‑paced, target‑driven environment
- Experience of providing administrative support in a busy work environment
- Good organisational skills
- Ability to work well within a team
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.
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