At a Glance
- Tasks: Resolve complaints and improve services for residents in a dynamic team environment.
- Company: Join L&Q, a leading housing association dedicated to quality homes and community support.
- Benefits: Enjoy a competitive salary, generous leave, excellent pension, and lifestyle perks.
- Other info: Embrace a diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in complaint resolution.
- Qualifications: Strong customer service skills and proficiency in MS Office; experience in complaint handling is a plus.
The predicted salary is between 34381 - 34381 £ per year.
Contract Type: Permanent, Full Time, 35 hours per week
Salary: £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary), dependant on experience. Plus Essential Car User Allowance £1,300
Grade: 6
Reporting Office: London, Stratford or Manchester, Trafford
Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 4th September 2026 at 11pm
Interview Dates: 11th September 2026 via 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
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. 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 12 months.
Join our Building Compliance Team at L&Q: Are you passionate about resolving issues, improving services and doing the right thing for residents? If so, this could be an exciting opportunity to make a real difference at L&Q. L&Q Building Compliance is looking for a Resolution Officer to join our team on a fixed‑term basis, supporting the effective and fair resolution of complaints across the organisation. This is a varied and rewarding role where no two cases are the same, and where your work directly contributes to safer homes and better resident outcomes.
Working closely with the Resolution Manager and colleagues across the wider Building Compliance Team, you’ll take ownership of complaints from investigation through to resolution. Building strong relationships with teams across L&Q will be key, as you balance problem‑solving, empathy and regulatory compliance to deliver clear, timely and high‑quality outcomes. This is a great opportunity to strengthen your experience in complaint resolution, regulation and service improvement within a large and purpose‑driven housing organisation and work alongside a great expanding team.
Your impact in the role: In this role, you’ll provide essential administrative support for complaints across the department, helping to ensure customer concerns are handled efficiently, thoroughly and with care. You’ll play a key part in keeping complaints on track, making sure they are regularly updated and progressed smoothly through the complaints process.
We’re looking for someone who is self‑motivated, professional and passionate about doing the right thing for customers. You’ll take pride in ensuring L&Q follows its complaints policies and procedures, while also having the confidence to highlight any areas where performance could be improved. You’ll be comfortable working independently, as well as collaborating closely with your team and a range of internal and external stakeholders. Organisation will be one of your strengths, and you’ll be able to prioritise your own workload effectively, while staying aware of wider team objectives and stepping in to support colleagues when needed.
Previous experience in complaint handling or resolution is desirable, but above all, we’re looking for someone who consistently delivers excellent customer service, with empathy, professionalism and a solution‑focused mindset.
What you'll bring:
- Excellent Customer Service skills
- Proficient in use of MS Office packages
- Excellent written and verbal communication skills
- Works collaboratively as part of a team in a fast-paced, target-driven environment
- Experience of providing administrative support in a busy work environment
- Good organisation skills
- Ability to work well within a team
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
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 x3 – Building Compliance - 8110 in London employer: We build homes for sale or rent across the country
L&Q is an exceptional employer that prioritises the growth and development of its employees, offering a supportive work culture where diversity and inclusion are celebrated. With a comprehensive benefits package including an excellent pension plan, generous annual leave, and opportunities for professional development, L&Q fosters an environment where talent can thrive and make a meaningful impact in the community. Located in vibrant areas like London and Manchester, this role provides the chance to lead innovative talent development programmes while enjoying a flexible hybrid working model.
Contact Details:
We build homes for sale or rent across the country Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Officer x3 – Building Compliance - 8110 in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We build homes for sale or rent across the country. 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 We build homes for sale or rent across the country 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 x3 – Building Compliance - 8110 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 We build homes for sale or rent across the country:Your cover letter is your chance to shine! Tell us why you want to work at We build homes for sale or rent across the country 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 We build homes for sale or rent across the country!
How to prepare for a job interview at We build homes for sale or rent across the country
✨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.
