At a Glance
- Tasks: Manage and resolve customer complaints about maintenance services with a focus on excellence.
- Company: Join a leading housing trust dedicated to exceptional customer service.
- Benefits: Enjoy a competitive salary, generous leave, excellent pension, and lifestyle perks.
- Other info: Hybrid working model with a supportive team environment and career growth opportunities.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Strong communication, problem-solving skills, and a passion for customer service are essential.
Contract Type: Permanent, Full time, 35 hours per week
Salary: £34,381 per annum (London weighted salary)
Location: London, Stratford
Work Arrangement: 20% - 40% of contractual hours to be worked from reporting office / working location (hybrid working)
Benefits: 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.
Overview: 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 a 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.
Responsibilities:
- Managing and owning a caseload of complaints relating to maintenance works. Volumes may vary but you can expect at least 3-5 new complaints per day, and you may have 50 or more ongoing complaints at any time.
- Conducting thorough impartial investigations.
- Working within response deadlines and adhering to team SLA’s / KPI’s.
- 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.
Qualifications/Requirements:
- Able to work in a fast‑paced and high‑pressure environment.
- Excellent communication skills, verbal and written.
- 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 the application stage, please email lqcareers@lqgroup.org.uk.
L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications / interview processes with L&Q in the previous 24 months.
Resolution Officer Maintenance Services employer: L&Q Living
L&Q Living is an exceptional employer that prioritises the well-being and development of its employees. With a strong focus on work-life balance, our team enjoys generous benefits such as up to 31 days of annual leave and pension contributions, all within a supportive and inclusive work culture. Located in vibrant cities like London and Manchester, we offer meaningful career growth opportunities for those passionate about delivering outstanding service to our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer Maintenance Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q Living. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like L&Q Living before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resolution Officer Maintenance Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to L&Q Living:Your cover letter is your chance to shine! Tell us why you want to work at L&Q Living specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at L&Q Living!
How to prepare for a job interview at L&Q Living
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
