Location
London Borough of Newham, with reporting offices in London (Stratford) or Manchester (Trafford)

Hours
Full time, 35 hours per week, Monday to Friday, 8am - 6pm

Salary
£34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary)

About the Role
Are you passionate about delivering outstanding customer service and turning challenging situations into positive outcomes? Do you thrive in a fast-paced environment where empathy, investigation, and problem-solving skills can make a real difference to customers' lives? Join our Customer Resolution Team at L&Q!

As a Complaints Resolution Officer, you will manage customer complaints from start to finish, delivering high-quality resolutions that comply with the Housing Ombudsman Complaint Handling Code and L&Q policies. You will work closely with colleagues across the organisation, build strong customer relationships, and help shape service improvements through valuable customer feedback and insight.

Your key responsibilities will include managing a caseload of 15-40 complaints, conducting impartial investigations, producing high-quality written responses, communicating with customers via phone, email, and MS Teams, liaising with internal departments to reach effective resolutions, awarding compensation where appropriate, maintaining up-to-date records compliant with the Housing Ombudsman Code, and challenging internal decisions to ensure fair outcomes for residents.

This role offers hybrid working with 20% to 40% of contractual hours worked from your reporting office or working location. Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours paid volunteering days, lifestyle benefits, Employee Assistance Programme, and more.

Early applications are encouraged as the recruitment process may close earlier than the stated closing date of 8th October 2026. Please note previous applicants may not apply and candidates with three or more unsuccessful applications or interview processes with L&Q in the previous 24 months may not be progressed.

Experience
Strong customer service experience, ideally in a complaint-handling environment.

About you
Excellent written and verbal communication skills.
Strong organisational skills with great attention to detail.
Proven ability to manage competing priorities and meet deadlines in a busy, target-driven setting.
A collaborative approach with confidence to challenge and influence stakeholders.
Compassion, empathy, and an understanding of customer needs and vulnerabilities.
Computer literacy and the ability to quickly learn new systems.

Qualifications
No specific qualifications required; however, relevant experience and skills as outlined above are essential.