Resolutions Officer 7721

Title:Resolutions Officer

Contract Type:Permanent & FTC till 26.08.26

Hours:Full time 35 hours per week

Salary:34381per annum (London weighted salary) or 30386 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: 24th April 2026

Interview Dates:to be held via MS Teams on a date to be confirmed.

Please click here for the role profile Role Profile - Resolution

Benefitsinclude: 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 andmany more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Are you passionate about delivering excellent customer service and resolving issues that truly make a difference

Do you thrive in a fast-paced environment where empathy problem-solving and great communication come together

Were looking for passionate and inquisitive individuals to join our Customer Relations Team. Youll play a key role in investigating resolving and responding to customer complaints in line with the Housing Ombudsman Complaint Handling Code ensuring we always put our residents first.

Youll manage your own caseload working closely with colleagues across the business to find fair balanced outcomes. This role requires diplomacy attention to detail and the ability to think creatively when handling complex cases.

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

Your impact in the role:

• Managing and owning a caseload of ongoing customer complaints typically 35 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 youll bring:

• Strong customer service experience ideally in a complaint-handling environment.
• Excellent written and verbal communication skills.
• 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

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.

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 corporatevalues and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.

At L&Q we know that diversity and inclusion make us stronger and theyre at the heart of everything we do.

When we recruit we look at what really matters: your skills experience and potential. Were proud to be recognised for creating an inclusive workplace. Were a Disability Confident Leader (Level 3) and weve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair transparent and consistent. Its all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Fine out morehere.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.

Clickhereto find out more about L&Q and why you should join us!

#TJ