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- Tasks: Lead a dynamic team to resolve customer complaints and enhance satisfaction.
- Company: Join L&Q, a leading housing association dedicated to quality living.
- Benefits: Enjoy a competitive salary, excellent pension, and generous annual leave.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in managing complaint teams and a passion for customer service.
- Other info: Hybrid working model with opportunities for professional growth and community impact.
The predicted salary is between 47920 - 55270 £ per year.
Contract Type: Permanent Full Time 35 hours per week
Salary: Starting from 55270 (London salary) and from 47920 (Regional salary) per annum
Grade: 10
Reporting Office: London Stratford or Manchester Trafford
Persona: Agile 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 18th January 2026 at 11pm
Interviews to be held on the 28th January 2026
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
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
*Previous Applicants May Not Apply*
Join our Complaints Team at L&Q: At L&Q we are committed to delivering exceptional service to our residents and that means learning from every experience. As one of our resolution team managers you will lead and inspire a team of complaint handlers to ensure a high-quality, robust and timely complaint management service is provided to residents and other external stakeholders at various levels. The role will help to improve the customer complaints experience to increase resident satisfaction and you will directly manage Resolutions Team Leaders to role-model and implement areas of accountability.
Your impact in the role:
- Lead the resolutions team to handle customer complaints in line with agreed policies and procedures
- Lead the team to ensure KPIs and agreed team objectives are met
- Hold colleagues accountable for service delivery required to ensure complaints are proactively resolved in a timely and efficient manner ensuring that the individual needs of complainants are considered on a case-by-case basis
- Form effective relationships with internal and external stakeholders at all levels to achieve successful results for customers
- Make logical decisions focused on solutions recognising when things aren’t right and acting quickly to make changes and put things right for the customer
- Advocate change on behalf of the customer to create a better and faster customer experience for L&Q customers
What you’ll bring:
- Experience in managing large complaint-handling teams including setting targets and monitoring quality and compliance
- An ability to find creative and practical solutions to customer issues
- Excellent communication and presentation skills with the ability to adapt your style to customer needs
- A demonstrable track record of commitment to excellent customer service in a demanding service-centre environment
- Experience of leading effective business improvement projects
- Extensive experience of directly managing complaints
- Experience of working in the social housing sector and working in line with the Housing Ombudsman’s Code and Scheme
We look forward to reviewing your application and hearing about the genuine experiences and skills you could bring to our organisation.
L&Q reserve the right to not accept statements that exceed 500 words.
About L&Q: We are 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 are proud to serve diverse communities across London, the South East and North West of England.
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. 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. L&Q strongly believes a diverse and inclusive workforce is important and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognized 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 ending mental health discrimination in the workplace. If you require any reasonable adjustments at any stage during this process including application stage please email.
At L&Q sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Resolutions Team Manager 7388 employer: We build homes for sale or rent across the country
Contact Detail:
We build homes for sale or rent across the country Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resolutions Team Manager 7388
✨Tip Number 1
Get to know the company! Research L&Q and their values. When you understand what they stand for, you can tailor your conversations during interviews to show how you align with their mission.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to managing complaints and leading teams. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and even tips for the interview process. Plus, it shows your genuine interest in the role!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your enthusiasm for the role and keep you top of mind.
We think you need these skills to ace Resolutions Team Manager 7388
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Resolutions Team Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: As a potential leader in our complaints team, it's crucial to demonstrate your leadership experience. Share specific examples of how you've successfully managed teams and improved customer service in the past.
Be Concise and Clear: Remember, we have a word limit of 500 words for your application. Keep it concise and to the point while ensuring you cover all the key aspects of your experience and skills relevant to the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
How to prepare for a job interview at We build homes for sale or rent across the country
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Resolutions Team Manager role. Familiarise yourself with the key responsibilities and how they align with L&Q's mission to improve customer satisfaction. This will help you articulate how your experience fits the job.
✨Showcase Your Leadership Skills
As a potential leader of a complaints team, be ready to discuss your previous experiences managing large teams. Prepare specific examples that highlight your ability to inspire, set targets, and monitor performance. This will demonstrate your capability to lead effectively.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in real-life situations. Think of scenarios where you've successfully resolved complaints or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Understand the Importance of Stakeholder Relationships
L&Q values effective relationships with internal and external stakeholders. Be prepared to discuss how you've built these relationships in the past and how you plan to advocate for customers. Highlight your communication skills and adaptability to different audiences.
