Job Details
Title: Resolutions Officer
Contract Type: Permanent & FTC till 26.08.26
Hours: Full time, 35 hours per week
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: 24th April 2026
Key Responsibilities
* 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.
Key Qualifications
* Strong customer service experience, ideally in a complaint‑handling environment.
* Excellent written and verbal communication skills.
* 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.
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…
If you require any reasonable adjustments at any stage during this process, including the application stage, please email lqcareers@lqgroup.org.uk.
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