Location
Kings Hall Mews, London with reporting offices also in Stratford or Manchester, Trafford

Hours
Full Time - 35 hours per week

Salary
Starting from £40,649 per annum (London weighted salary) or £36,073 per annum (Regional salary)

About the Role
Join our Customer Relations Team at L&Q as a passionate and motivated Resolutions Team Leader. This is an exciting opportunity to lead a team of dedicated Resolutions Officers, ensuring customers receive a fair, transparent, and high-quality complaints service. You will play a vital role in driving service excellence, supporting your team to achieve great outcomes, and ensuring compliance with the Housing Ombudsman Code.

In this role, you will lead, coach, and motivate your team to provide exceptional complaints handling, take ownership of complex and escalated complaints to ensure fair and timely outcomes, and monitor team performance against KPIs to identify opportunities for continuous improvement. You will also provide guidance on responses to the Housing Ombudsman and foster a culture of accountability, empathy, and problem-solving. Building strong relationships with internal stakeholders to address root causes of complaints will be key to your success.

We offer a hybrid working model with 20% - 40% of contractual hours worked from the reporting office or working location.

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 leading or supervising a team within a customer service, complaints, or resolution environment. Demonstrated ability to manage complex and sensitive customer issues effectively.

About you
Excellent written and verbal communication skills with strong attention to detail. Confidence in coaching, motivating, and developing individuals to achieve targets. A calm, impartial, and solutions-focused approach when handling conflict. Ability to foster a culture of accountability and empathy.

Knowledge of the Housing Ombudsman Code or housing complaints processes is desirable. Proficiency in Microsoft Office and CRM systems is required.

Qualifications
No specific qualifications are stated as mandatory, but relevant experience and skills in customer service leadership and complaints management are essential.