MP & Councillor Enquiries Officer

L&Q Living; Greater London; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Pension plan

Annual leave

Health plan

Life assurance

Volunteer days

Lifestyle benefits

Employee assistance

Job summary

L&Q is recruiting a Stakeholder Resolution Officer to join our Resolution Team. You’ll handle MP and Councillor enquiries, coordinate across teams and deliver timely, high-quality responses to stakeholders and residents.

This role offers hybrid working with 9am–5pm or 8am–4pm shifts, reporting from London Stratford or Manchester Trafford. You’ll influence processes, develop relationships and ensure right-first-time outcomes.

Qualifications

• Experience providing outstanding customer service in a fast-paced environment.
• Ability to work on own and as part of a small but successful team
• Knowledge of D365, Arena, and L&Q Internal Network (for Policies etc)
• Exceptional written and verbal communication skills, with the ability to produce professional correspondence.
• Strong organisational skills and the ability to manage multiple enquiries and deadlines simultaneously.
• Excellent attention to detail and a proactive approach to problem-solving.
• Strong administrative and coordination skills, with confidence managing complex cases from start to finish.
• Experience using Microsoft Office applications and case management systems.
• Previous experience within social housing, customer services, complaints, stakeholder relations or a similar environment would be advantageous.
• Excellent stakeholder management and relationship-building skills.

Responsibilities

• Act as a primary point of contact for MPs, Councillors and other key stakeholders, managing enquiries from receipt through to resolution.
• Lead thorough investigations into complex and often multi-faceted enquiries, ensuring responses are accurate, balanced and delivered within agreed service standards.
• Build and maintain strong working relationships with teams across Housing Management, Direct Maintenance and other business areas to coordinate high-quality responses.
• Work collaboratively with subject matter experts to gather information, challenge where necessary, and drive a right-first-time approach.
• Produce clear, professional and well-written correspondence that represents L&Q to the highest standard.
• Monitor and manage multiple cases simultaneously, ensuring stakeholders receive regular updates and excellent customer service throughout.
• Contribute to continuous improvement initiatives, helping to identify opportunities to enhance processes, efficiency and stakeholder satisfaction.
• Support the wider objectives of the team and organisation by delivering excellent outcomes for stakeholders and residents alike.

Skills

Customer service

Relationship building

Organisational skills

Communication skills

Case management

Microsoft Office

Stakeholder management

Social housing

Tools

D365

Arena

Job description

Contract Type: Permanent and 6 month fixed term, Full time - 35 hours

Salary: Starting from: £31,955 to £34,856 per annum (London weighted salary) or £27,796 to £30,482 per annum (Regional salary), dependant on experience

Grade: 5

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)Working Pattern: 9am-5pm or 8am-4pm

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…

Previous applicants need not apply. Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Resolution Team at L&Q

L&Q is one of the UK’s largest housing associations and providers of social and affordable homes. We house around 250,000 people primarily across Greater London and Greater Manchester. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

Are you an excellent communicator with a talent for building strong relationships and navigating complex enquiries?

We're looking for a proactive and customer-focused MP & Councillor Enquiries Officer to join our dedicated team. In this rewarding role, you'll act as a key point of contact for MPs, Councillors and other stakeholders, ensuring enquiries are investigated thoroughly, managed professionally, and resolved efficiently.

No two days are the same. You'll coordinate responses across multiple teams, manage a varied caseload of complex enquiries, and play an important role in ensuring stakeholders receive timely, accurate and high-quality responses. This is an excellent opportunity for someone who enjoys problem-solving, working collaboratively across departments, and making a tangible impact on customer and stakeholder experience.

You'll join a supportive, experienced and highly motivated team where collaboration, continuous improvement and professional development are encouraged. While you'll have autonomy to manage your own workload, you'll work closely with your Team Leader and colleagues to share knowledge, identify improvements and continuously enhance the service we provide.

Your impact in the role

• Act as a primary point of contact for MPs, Councillors and other key stakeholders, managing enquiries from receipt through to resolution.
• Lead thorough investigations into complex and often multi-faceted enquiries, ensuring responses are accurate, balanced and delivered within agreed service standards.
• Build and maintain strong working relationships with teams across Housing Management, Direct Maintenance and other business areas to coordinate high-quality responses.
• Work collaboratively with subject matter experts to gather information, challenge where necessary, and drive a right-first-time approach.
• Produce clear, professional and well-written correspondence that represents L&Q to the highest standard.
• Monitor and manage multiple cases simultaneously, ensuring stakeholders receive regular updates and excellent customer service throughout.
• Contribute to continuous improvement initiatives, helping to identify opportunities to enhance processes, efficiency and stakeholder satisfaction.
• Support the wider objectives of the team and organisation by delivering excellent outcomes for stakeholders and residents alike.

What you'll bring

We're looking for someone who can confidently build relationships, manage competing priorities and communicate effectively with a wide range of stakeholders.

• Experience providing outstanding customer service in a fast-paced environment.
• Ability to work on own and as part of a small but successful team
• Knowledge of D365, Arena, and L&Q Internal Network (for Policies etc)
• Exceptional written and verbal communication skills, with the ability to produce professional correspondence.
• Strong organisational skills and the ability to manage multiple enquiries and deadlines simultaneously.
• Excellent attention to detail and a proactive approach to problem-solving.
• Strong administrative and coordination skills, with confidence managing complex cases from start to finish.
• Experience using Microsoft Office applications and case management systems.
• Previous experience within social housing, customer services, complaints, stakeholder relations or a similar environment would be advantageous.
• Excellent stakeholder management and relationship-building skills.

This is a unique opportunity to work at the heart of stakeholder engagement, representing L&Q in interactions with MPs, Councillors and other key partners. You'll have the chance to influence outcomes, build valuable relationships and make a meaningful difference to the experience of our stakeholders and residents every day.

*This role is known internally as Stakeholder Resolution Officer. The stated job title on the advert is for advertising purposes only.

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. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

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, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.

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. Find out more here.

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.

Click here to find out more about L&Q and why you should join us!

Location: London - Stratford or Manchester - Trafford