Overview

Resolution Officer – Customer Relations Team

We are looking for an experienced Resolution Officer to join our Customer Relations Team. The role involves reviewing and responding to multi-faceted complaints in line with the Housing Ombudsman Complaint Handling Code, managing a caseload through to resolution, and advocating for residents while supporting colleagues across the business.

Responsibilities

• Manage and own a caseload with complex complaints; typically 3–5 new complex complaints per week and 10+ ongoing complaints at any time.
• Conduct thorough, impartial investigations and produce excellent written correspondence.
• Work within response deadlines and adhere to team SLA/KPI targets.
• Liaise with customers and internal departments via phone, Teams, email and letter.
• Challenge decisions of internal departments when appropriate.
• Calculate compensation in line with company procedures.
• Ensure information is carefully documented and systems are updated.
• Be conversant with the Housing Ombudsman code to ensure complaint handling and decisions comply with the code.

Key skills and experience

• Experience dealing with complaints.
• Inquisitive, investigative nature with the ability to use own initiative.
• Critical thinker, able to work at a fast pace and meet deadlines.
• Strong verbal and written communication skills; able to tailor approach for residents from diverse backgrounds and recognise vulnerabilities.
• Caring, empathetic, and able to think creatively to resolve issues.
• Willingness to challenge decisions that do not meet the Housing Ombudsman code and residents’ needs.

Qualifications

• Experience in complaints handling and case review.

Benefits and terms

• Excellent pension plan (up to 6% employer 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 more.

Employment details

• Title: Resolution Officer – Customer Relations Team
• Contract type: 6 Month FTC until February 2026
• Persona: Part Time (18 hours per week - Wednesday 12pm - 4pm, Thursday and Friday 9am - 5pm)
• Hours: Part time, 18 hours per week
• Location: West Ham Lane, Stratford or Nexus House, Manchester
• Salary: Inside London £32,881 - £36,069 and Outside London £28,886 - £31,876 Pro Rata
• Closing date: 19th September at 11pm
• Interviews: via MS Teams, w/c 22nd September

About L&Q

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. We serve diverse communities across London, the South East and North West of England. We are committed to inclusion and our core values guide our behaviour and decision-making.

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. If you require any reasonable adjustments during the process, please email lqcareers@lqgroup.org.uk.