Complaints Resolution Officer

L&Q Living; Greater London; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Excellent pension plan

Annual leave 28 days rising to 31

Westfield Health Cash Plan

Life assurance

Volunteering paid days

Employee Assistance Programme

Job summary

L&Q Living is seeking a Complaints Resolution Officer to manage customer complaints end-to-end, ensuring concerns are heard and investigated fairly in line with policy. The role is hybrid, with base locations in London or Manchester and a 35-hour week.

You will own 3–5 new cases weekly, conduct impartial investigations, and write high-quality responses. You will collaborate across teams, aiming for fair outcomes and, where appropriate, compensation.

Qualifications

• 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.

Responsibilities

• Managing and owning a caseload of ongoing customer complaints, typically 3–5 new cases per week and an average caseload of 15-40 cases at any one time.
• 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.

Skills

Customer service

Investigations

Complaint handling

Written communication

Verbal communication

Stakeholder management

Empathy

Job description

Title: Complaints Resolution Officer* Contract Type: Permanent & Fixed term contracts

Hours: Full time, 35 hours, Monday – Friday, 8am-6pm

Salary: £34,381per 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: 8 th October 2026

Interview process: Assessment and 2 stage interview

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 outstanding customer service and turning challenging situations into positive outcomes?

Do you thrive in a fast-paced environment where empathy, investigation, and problem-solving skills can make a real difference to customers' lives?

Join our Customer Resolution Team at L&Q!

At L&Q, we're looking for customer-focused, resilient, and driven individuals to join our Customer Relations Team as Resolution Officers. This is a rewarding opportunity to support customers through some of their most important interactions with us, ensuring their concerns are heard, investigated fairly, and resolved effectively.

As a Resolution Officer, you'll play a vital role in managing customer complaints from start to finish, delivering high-quality resolutions that align with the Housing Ombudsman Complaint Handling Code and L&Q policies. You'll work closely with colleagues across the organisation, build strong customer relationships, and help shape service improvements through valuable customer feedback and insight.

No two days are the same, and if you enjoy investigating complex issues, influencing positive change, and making a genuine impact on customer experience, this could be the perfect role for you.

Your impact in the role:

• Managing and owning a caseload of ongoing customer complaints, typically 3–5 new cases per week and an average caseload of 15-40 cases at any one time.
• 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 email [e-mail]

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.

Location: London - Stratford or Manchester - Trafford