Customer Resolution Officer

Were looking for a customer-focused individual to join our Customer Resolution team within Legal & General Affordable this role youll play an important part in supporting residents by resolving concerns and complaints with care fairness and professionalism.

Youll be responsible for managing a varied caseload of complex issues ensuring each case is handled thoroughly and sensitively. Working collaboratively with colleagues and stakeholders youll help improve services by identifying trends sharing insights and contributing to continuous improvement.

What youll be doing:

• Acting as the main point of contact for residents raising concerns or complaints
• Investigating complaints thoroughly gathering evidence and analysing information
• Communicating clearly with customers and stakeholders keeping them updated on progress and outcomes
• Managing a caseload of complaints and escalated issues including complex cases
• Working collaboratively with internal teams to resolve issues and improve service delivery
• Developing and implementing action plans to address service failures
• Supporting improvements to policies and processes to enhance the customer experience
• Ensuring compliance with relevant regulations policies and Consumer Duty requirements

Who were looking for:

• Experience in complaint handling dispute resolution or a similar customer service role with previous housing management experience
• Strong communication interpersonal and negotiation skills with the ability to handle sensitive situations professionally
• Confidence in managing complex cases with attention to detail and sound judgement
• A proactive and solution-focused approach to problem solving
• Ability to work both independently and collaboratively within a team
• Strong organisational skills record keeping and ability to manage multiple priorities
• Experience using Microsoft Office and case management systems
• Understanding of housing property management or related issues and knowledge of the Housing Ombudsman code is desirable

Whatever your role we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday plus public holidays. Theres also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer both for our own products and at a range of high street stores and online
• Were creating netzero carbon workplaces by 2030 by investing in our sustainable modern offices across the UK all designed to bring people together and elevate the inperson experience

Qualifications :

Additional Information :

At L&G we believe its possible to generate positive returns today while helping to build a better future for all. 

If you join us youll be part of a welcoming inclusive culture with opportunities to collaborate with people of diverse backgrounds views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time term-time and job shares. Although some roles have limited flexibility due to customer demand we accommodate requests when we can. 

It doesnt matter if you dont meet every single criterion in this advert. Instead think about what you excel at and what else you can bring in terms of strengths potential and connection to our purpose. 

Remote Work :

No

Employment Type :

Full-time