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- Tasks: Support and resolve customer complaints while collaborating with various teams.
- Company: Join L&Q, a leading charitable housing association making a real impact in communities.
- Benefits: Enjoy flexible working, 28 days holiday, excellent pension, and life assurance.
- Why this job: Be part of a mission-driven team focused on social responsibility and community support.
- Qualifications: Experience in customer service and complaint resolution is essential; strong communication skills required.
- Other info: Agile working environment with opportunities for personal development and training.
The predicted salary is between 25800 - 32800 £ per year.
Join to apply for the Resolution Officer – L&Q Energy role at London & Quadrant Housing Trust
Join to apply for the Resolution Officer – L&Q Energy role at London & Quadrant Housing Trust
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London & Quadrant Housing Trust provided pay range
This range is provided by London & Quadrant Housing Trust. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from London & Quadrant Housing Trust
Global Talent Acquisition Specialist ||Human Resource Generalist||Administration.
Contract Type: 3x Permanent, 35 hours per week
Persona: Agile working (home and office based)
Location: Stratford, London or Trafford, Manchester. *Expected to travel into WHL once a week for training during the first 4 weeks
Salary: £32,881 London based or £28,886 Nationally based
Advert will close on 16th July 2025 at 11pm
Interviews will be held via MS Teams: 22nd, 23rd & 24th July 2025
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
*Previous applicants need to reapply*
Role Profile – Resolutions Officer.docx
L&Q Energy are looking for Resolution Officers to join their team on a permanent basis.
The successful candidate will be required to lead and provide administrative support on all complaints that require action across the Department, to ensure that our customer\’s complaints are addressed in a timely manner and are kept up to date throughout the complaints process.
The Resolution Officers work alongside Contact Centre Advisors and our Energy Operations Manager. Good working relationships with various teams within the Energy Team and the wider business will be key to the success of this role. Ensuring complaints are dealt with in line with L&Q’s policy, whilst also ensuring L&Q are adhering to the Housing Ombudsman Code of Practice which came into effect in 2020.
You will be self-motivated, professional and have a desire to ensure that L&Q adheres to its complaints policies and procedures and highlight any areas of non-performance. You will be able to work on your own initiative and be able to organise and prioritise your own individual workload, as well as being aware of the overall teams’ objectives and assisting where necessary.
It is desirable that candidates have past experience resolving complaints. Excellent customer service is a must in this role.
To be considered for this role candidates will be able to demonstrate:
· Experience in a similar role
· Proficient in use of MS Office packages
· Excellent written and verbal communication skills
· Experience of working in a customer focused capacity
· Experience of providing administrative support in a busy work environment
· Ability to work well within a team
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.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance .
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 110,000 homes, primarily across London the South East and the North West of England.
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.
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 neighbourhoods everyone can be proud of.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service and Administrative
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Industries
Repair and Maintenance and Housing Programs
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Resolution Officer – L&Q Energy employer: London & Quadrant Housing Trust
Contact Detail:
London & Quadrant Housing Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resolution Officer – L&Q Energy
✨Tip Number 1
Familiarise yourself with L&Q's values and behavioural framework. Understanding their corporate culture will help you align your responses during the interview, showcasing how you embody these values in your previous roles.
✨Tip Number 2
Prepare specific examples of how you've successfully resolved complaints in the past. Highlighting your experience in a similar role will demonstrate your capability to handle the responsibilities of a Resolution Officer effectively.
✨Tip Number 3
Brush up on your knowledge of the Housing Ombudsman Code of Practice. Being well-versed in this area will not only impress your interviewers but also show your commitment to adhering to industry standards.
✨Tip Number 4
Network with current or former employees of L&Q Energy if possible. Gaining insights from their experiences can provide you with valuable information about the team dynamics and expectations, which you can leverage during your interview.
We think you need these skills to ace Resolution Officer – L&Q Energy
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Resolution Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you resolved complaints or provided customer service. Use specific examples to demonstrate your ability to handle similar situations effectively.
Showcase Communication Skills: Since excellent written and verbal communication is crucial for this role, ensure your application is well-structured and free of errors. Consider including a brief example of how you've successfully communicated in a challenging situation.
Express Your Motivation: In your cover letter, convey your enthusiasm for working with L&Q Energy and your commitment to their values. Explain why you want to be part of their team and how you can contribute to their mission of providing excellent customer service.
How to prepare for a job interview at London & Quadrant Housing Trust
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Resolution Officer. Familiarise yourself with L&Q's complaints policies and the Housing Ombudsman Code of Practice to demonstrate your knowledge during the discussion.
✨Showcase Your Customer Service Skills
Since excellent customer service is crucial for this role, prepare examples from your past experiences where you successfully resolved complaints or provided exceptional support. This will highlight your suitability for the position.
✨Prepare for Teamwork Questions
As the role involves working closely with various teams, be ready to discuss your experience in collaborative environments. Think of specific instances where you contributed to team objectives or helped improve processes.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about the team's dynamics, training opportunities, or how success is measured for a Resolution Officer at L&Q.
