Location
Kings Hall Mews, London with offices also in Stratford and Manchester, Trafford. Agile working with a mixture of home and office.

Hours
Full Time - 35 hours per week

Salary
£32,881 per annum (London weighted salary) or £28,886 per annum (Regional salary) dependant on experience

About the Role
Join the Customer Resolution Team at London and Quadrant Housing Trust (L&Q) and play a key role in delivering an excellent service to our residents. As a Resolution Officer within the Direct Maintenance Team, you will lead the management of complaint cases relating to maintenance works carried out by our Maintenance Technicians and Subcontractors in residents’ homes and communal areas. Acting as the ‘voice and face’ of the Trust, you will provide a customer-focused service in a demanding public-facing environment, supporting residents and ensuring positive outcomes.

You will manage your own caseload, typically handling 3-5 new complaints daily with up to 50 ongoing cases. Your responsibilities include conducting impartial investigations, working within response deadlines and team SLAs/KPIs, liaising with customers and internal departments via phone, Microsoft Teams and email, challenging internal decisions, calculating compensation in line with company procedures, maintaining detailed records, and ensuring complaint handling aligns with the Housing Ombudsman code. You will also identify root causes of complaints to help prevent recurrence.

This role offers the opportunity to work within a supportive team environment with a strong ethos, collaborating across departments to deliver efficient services to our diverse resident base.

Benefits
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.

Experience
Proven experience delivering customer-focused services in a demanding public-facing environment is essential. Experience in complaint handling is highly desirable.

About you
- Able to work effectively in a fast-paced, high-pressure environment
- Excellent verbal and written communication skills
- Strong organisational skills with the ability to manage multiple cases simultaneously
- Versatile, resilient and inquisitive with strong problem-solving abilities
- Empathetic with a commitment to great customer service
- Strong time management skills and ability to meet deadlines
- Self-starter with strong initiative
- Able to work collaboratively within a team and engage effectively with internal and external stakeholders

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and skills in customer service and complaint resolution are required.