Resolution Officer

**Title**:Resolution Officer**

**Contract Type**:1 year Maternity Cover**

**Location: London Stratford - E15 4PH, or Manchester - M16 9HQ**

**Hours: Full time - 35 hours**

**Persona**:Agile 1 - 2 days office attendance required with 3 - 4 days working from home**

**Salary**:£32,881 - £36,019 (London Weighted) or £28,886 - £31,876 (Regional/Outside London)**

**Interviews w/c 14th July 2025**
- 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 2024-2025
- 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 Customer Relations 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 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.

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.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

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 97,000 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.

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

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 n