Location
Kings Hall Mews, London, Stratford or Manchester, Trafford (Agile working: 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 our Customer Resolution Team at London and Quadrant Housing Trust (L&Q) where our customers are at the heart of everything we do. As a Resolution Officer within the Maintenance Services team, you will play a key role in managing complaint cases related to maintenance work 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 deliver excellent customer service in a demanding public-facing environment, supporting residents and ensuring positive outcomes.

You will manage your own caseload, investigating complaints impartially and thoroughly, working within response deadlines and team SLAs/KPIs. Your role involves liaising with customers and internal departments via phone, Microsoft Teams, and email, challenging decisions where necessary, calculating compensation in line with company procedures, and maintaining high-quality records. You will ensure complaint handling aligns with the Housing Ombudsman code and contribute to continuous improvement by feeding back causes of complaints to prevent recurrence.

This is a fantastic opportunity to work within a supportive team with a strong ethos, where your passion for customer service and problem-solving will make a real difference to residents’ experiences.

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
- Demonstrable experience delivering customer-focused services in a demanding public-facing environment
- Experience in complaint handling is preferred

About you
- Able to work in a fast-paced and 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 genuine passion for 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 required; however, relevant experience in customer service and complaint management is highly valued.