Resolution Officer

Job Title Resolution Officer’s x2

Contract Type 1x Permanent and 1x FTC

Hours Full time

Persona Agile 1 – 2 days office attendance required

Reporting Office West Ham Lane, Stratford, E15or Sale Point, Trafford, M33

Starting Salary £31,923 - £35,019 (London Weighted) or £28,045 - £30,948 (Regional/Outside London)

Closing date for completed applications 5th January 2025 at 23:00

 

Interviews will be held on a date yet to be confirmed via MS Teams.

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

 

Role Profile - Resolution Officer.docx

 

Why choose L&Q?

We offer a competitive annual salary and staff benefits package:

• Strong family-friendly policies  
•  Committed Learning & Development
• Annual leave starting from 28 days rising to 31 PLUS bank holidays
• Excellent Pension Scheme – double contribution up to 6%
• Generous non-contributory life assurance
• An Employee Assistance Programme
• Westfield Cash Health Plan
• Great places to work certified 2023-2024
• Best Workplaces for Women 

 

Although previous experience within a social housing environment is beneficial, it isn’t essential. You would have previously worked within a customer-facing role and be confident and comfortable in managing complaints.

 

As a Resolution Officer, you will be responsible for carrying out detailed investigations within the Housing Management Division and providing quality responses, at pace, to formal and informal complaints from residents. You will act as the ‘voice and face’ of L&Q and be responsible for liaising and leading on complaints management, working with complainants and the wider business, to resolve issues quickly, providing quality responses that demonstrate care.

 

 To be successful in this role, you must be customer-centric and have the stakeholder management skills that enable you to obtain desired outcomes from challenging positions. You will be empathetic, confident and driven to provide an exemplary level of Customer Service.

You will always consider the customer Customer Experience and have the natural ability to spot areas where we need to change ways of working. You will be IT proficient and have exceptional verbal and written communication skills.

 

Although previous experience within a social housing environment is beneficial, it isn’t essential. You would have previously worked within a customer-facing role and be confident and comfortable in managing complaints.

 

If you are interested in this role and have the experience required, then apply without delay!

 

We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.  

 

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.   More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

 

Our commitments:

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.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

 

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

 

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.

 

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

 

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

 

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

 

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.