Resolution Officer in Surrey

Contract Type: Permanent, Full time, 35 hours per week

Salary: £34,381 per annum (London weighted salary)

Reporting Office: London, Stratford

Persona: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 14th May 2026

Interviews will take place on 21st May at our office in Stratford. Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Benefits include:

• Excellent pension plan (up to 6% double contribution)
• 28 days Annual Leave rising to 31 days with length of service + Bank Holidays
• Westfield Health Cash Plan
• Non-contributory life assurance
• Up to 21 hours volunteering paid days
• Lifestyle benefits
• Employee Assistance Programme
• And many more

Join our Customer Resolution Team at L&Q:

Our customers are the most important part of our business and as a member of the Customer Resolution team, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers - every time. This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.

Your impact in the role:

The role will involve taking the lead in managing complaint cases about the work our Maintenance Technicians and Subcontractors perform in our residents' homes as well as our communal areas. You will act as the voice and face of the Trust, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential. This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own caseload and be responsible for orchestrating a positive outcome for our customers.

You will have excellent written and verbal communication skills in order to deal with the various issues our diverse resident base will have. Therefore, it is essential that you've had experience in a customer service role and preferably with complaint handling. You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.

Key Responsibilities:

• Managing and owning a caseload of complaints relating to maintenance works.
• Conducting thorough impartial investigations.
• Working within response deadlines and adhering to team SLAs/KPIs.
• Liaising with customers and internal departments via phone, Microsoft Teams and email.
• Challenging decisions of internal departments.
• Calculating compensation in line with company procedures.
• Maintaining high quality records and notes on the system.
• Being conversant with the Housing Ombudsman code and ensuring that complaint handling and decisions are in line with the code.
• Feeding back the cause of complaints to prevent recurrence.

What you'll bring:

• Able to work in a fast-paced and high-pressured environment.
• Excellent communication skills, verbal and written.
• Excellent organisational skills.
• Versatile and resilient.
• Inquisitive and strong problem-solving skills.
• Great customer service with strong empathy.
• Strong time management and ability to work to deadlines.
• Self-starter with strong initiative.
• Able to work within a team and work collaboratively with internal and external stakeholders.

If you require any reasonable adjustments at any stage during this process, including application stage, please contact us.

About L&Q:

We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. 250,000 people call our properties home, and we're proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate Values and Strategy Behaviours, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

At L&Q, we know that diversity and inclusion make us stronger and they're at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We're proud to be recognised for creating an inclusive workplace. We're a Disability Confident Leader (Level 3) and we've introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It's all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.