Resolution Officer
3 weeks ago
**Contract Type: 1x permanent and 1x Fixed term Contract 12 months**
**Location: West Ham Lane, Stratford, London, E15 4PH**
**Persona: Agile**
**Salary: £27,210 - £34,869 depending on experience**
**Interviews will be held on: To be confirmed via Microsoft Teams**
***
**Previous applicants need not apply**
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.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
- ECU Allowance is paid in accordance with requirements of the relevant policy as updated from time to time.
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.
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