Customer Resolution Officer - Maintenance Services 7025
Customer Resolution Officer - Maintenance Services 7025
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Job Description
Title: Resolution Officer - Maintenance Services
Contract Type: Permanent and FTCs available Full time 35 hours per week
Salary: 32881 per annum (London weighted salary) or 28886 per annum (Regional salary) dependant on experience
Reporting Office: London Stratford or Manchester Trafford
Persona: Agile (mixture of home and office)
Closing Date: Wednesday 3rd September at 9am
Interview Date: assessment centres will take place on Tuesday 9th September
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.
*Previous Applicants May Not Apply* - (if prior applications were regretted within 12 weeks)
Join our Customer Resolution Team at L&Q:
Our customers are the most important part of our business and as a member of the Customer Resolution team it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time.
This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.
Your impact in the role:
The role will involve taking the lead in managing complaintcasesabout the work our Maintenance Technicians and Subcontractors perform in our residents homesas well as our communal areas. You will act as the voice and face of the Trust so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential.
This is a role where you can truly support our residents and show your passion to go above and this role you will be surrounded by a supportive department who havea strong teamethos. You will have control over your own caseload andbe responsible fororchestrating a positive outcome for our customers.
You will have excellent written and verbal communication skillsin order todeal with the various issues our diverse resident base will have. Therefore it is essential thatyouvehad experience in a customer service role and preferably with complaint handling.
You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.
Managing and owning a caseload of complaints relating to maintenance works. Volumes may vary but you can expect at least 3-5 new complaints per day and you may have 50 or more ongoing complaints to manage at anytime
Conducting thorough impartial investigations
Working within response deadlines and adhering to team SLAs/ KPIs
Liaising with customers and internal departments via phone Microsoft teams and email
Challenging decisions of internal departments
Calculating compensation in line with company procedures
Maintaining high quality records and notes on the system
Being conversant with the Housing Ombudsman code and ensuring that complaint handling and decisions are in line with thecode
Feeding back the cause of complaints to preventrecurrence
What youll bring:
Able to work in a fast-paced andhigh-pressuredenvironment
Excellent communication skills verbal and written
Excellent organisational skills
Versatile and resilient
Inquisitive and strongproblem-solvingskills
Great customer service with strong empathy
Strong time management and ability to work to deadlines
Self-starter with strong initiative
Able to work within a team and work collaboratively with internal and externalstakeholders
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:
Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250000 people call our properties home and were 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
At L&Q sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.
Click here to find out more about L&Q and why you should join us!
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
