At a Glance
- Tasks: Manage customer complaints and deliver excellent service with empathy and problem-solving skills.
- Company: Join L&Q, a leading housing association dedicated to quality homes and community support.
- Benefits: Enjoy a competitive salary, generous leave, pension plan, and lifestyle benefits.
- Other info: Flexible hybrid working and opportunities for career growth in a diverse environment.
- Why this job: Make a real difference in people's lives while developing your communication and organisational skills.
- Qualifications: Strong customer service experience and excellent communication skills are essential.
Contract Type: Permanent & Fixed term contracts
Hours: Full time - 35 hours, Monday – Friday, 8am-6pm
Salary: £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary)
Grade: 6
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 9th July 2026
Interview process: 1st stage will be an assessment and 2nd stage will be an interview held over MS Teams
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.
Are you passionate about delivering excellent customer service and resolving issues that truly make a difference? Do you thrive in a fast-paced environment where empathy, problem-solving, and great communication come together? We’re looking for passionate and inquisitive individuals to join our Customer Relations Team. You’ll play a key role in investigating, resolving, and responding to customer complaints in line with the Housing Ombudsman Complaint Handling Code, ensuring we always put our residents first.
You’ll manage your own caseload, working closely with colleagues across the business to find fair, balanced outcomes. This role requires diplomacy, attention to detail, and the ability to think creatively when handling complex cases. If this sounds like you, we would love for you to apply!
Your impact in the role:
- Managing and owning a caseload of ongoing customer complaints, typically 3–5 new cases per week.
- Conducting thorough impartial investigations and producing high-quality written responses.
- Communicating with customers via phone, email, and MS Teams to understand concerns and expectations.
- Liaising with internal departments to reach effective resolutions and, where appropriate, awarding compensation in line with policy.
- Ensuring all records are up-to-date and compliant with the Housing Ombudsman Code.
- Challenging internal decisions where necessary to ensure fair outcomes for residents.
What you'll bring:
- Strong customer service experience, ideally in a complaint-handling environment.
- Excellent written and verbal communication skills.
- Strong organisational skills with strong attention to detail.
- Proven ability to manage competing priorities and meet deadlines in a busy, target-driven setting.
- A collaborative approach with confidence to challenge and influence stakeholders.
- Compassion, empathy, and an understanding of customer needs and vulnerabilities.
- Computer literacy and the ability to quickly learn new systems.
If you require any reasonable adjustments at any stage during this process, including application stage, please visit our career page to reach out.
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 behavioural framework, 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.
Resolution Officer in London employer: L&Q
L&Q is an exceptional employer that prioritises the well-being and development of its employees, offering a competitive salary and a comprehensive benefits package including an excellent pension plan, generous annual leave, and opportunities for volunteering. With a strong commitment to diversity and inclusion, L&Q fosters a collaborative work culture where employees are encouraged to grow and make a meaningful impact in the communities they serve. Located in vibrant areas like London and Manchester, this role as a Resolution Officer allows you to thrive in a supportive environment while delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q. 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 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 in London
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:Your cover letter is your chance to shine! Tell us why you want to work at L&Q 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!
How to prepare for a job interview at L&Q
✨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.
