Resolution Triage Officer

London and Quadrant Housing Trust; Trafford, Greater London; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading housing association in the United Kingdom is looking for a proactive Resolution Triage Officer to join their Customer Relations team. The role involves managing complaints efficiently, serving as the first point of contact, and allocating cases fairly while adhering to company policies and guidelines. The ideal candidate will have strong communication skills, organizational abilities, and experience in customer service or complaint handling. The position is based in Trafford with hybrid working options.

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

Qualifications

• Experience in complaint handling or customer service, managing sensitive conversations professionally.
• Confident communication skills to engage effectively with customers and colleagues.
• Excellent organisational skills with a sharp eye for detail.

Responsibilities

• Monitor the central complaints mailbox and review incoming emails promptly.
• Log new complaints and update existing cases with accurate information.
• Contact customers to clarify details and understand their concerns.
• Assess complaints for proceeding or rejection based on policy and guidance.
• Triaging and allocating cases to the Customer Relations Team.

Skills

Complaint handling

Clear communication

Organisational skills

Detail-oriented

Problem-solving mindset

Job description

Title

Resolution Triage Officers

Contract Details

2 x Permanent, Full Time, 35 hours; 1 x FTC until August 2026

Salary

Starting from £28,409 per annum (London weighted salary) or £24,670 per annum (Regional salary), dependant on experience

Grade

Grade 4

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

29th December 2025 at 11pm

Interviews

To be held during w/c 19th January 2026

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…

Early Applications

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Customer Relations Team at L&Q

We are looking for a proactive and detail-oriented Resolution Triage Officer to join our Customer Relations team. This is a key role in ensuring complaints are managed efficiently from the very start of the process. You will be the first point of contact for incoming complaints, responsible for triaging, logging, and allocating cases fairly and promptly, while maintaining compliance with our policies and Housing Ombudsman Service (HOS) guidance.

Your Impact in the Role

• Monitoring and managing the central complaints mailbox, reviewing all incoming emails promptly.
• Accurately logging new complaints and updating existing cases with additional information.
• Contacting customers to clarify details and gain a clear understanding of their concerns.
• Assessing complaints to determine whether they should proceed or be rejected in line with company policy and Housing Ombudsman Service (HOS) guidance.
• Triaging and allocating cases to the Customer Relations Team, ensuring fair and timely distribution to maintain excellent service standards.

What You’ll Bring

• Experience in complaint handling or customer service, with the ability to manage sensitive conversations professionally and empathetically.
• Confident and clear communication skills, both written and verbal, to engage effectively with customers and colleagues.
• Excellent organisational skills and a sharp eye for detail, ensuring accuracy in logging and managing cases.
• The ability to interpret and apply policy and regulatory guidance to support fair and consistent decision-making.
• Knowledge of Housing Ombudsman Service guidance (desirable), with a willingness to learn and apply best practice.
• A proactive, solutions-focused mindset, committed to improving processes and enhancing the customer experience.

For more information, please refer to the role profile.

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.

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 believe 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 recognised 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 end mental health discrimination in the workplace.

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.