Job Description

Title: Resolution Officer - L&Q Energy

Contract Type: 3x Permanent, 35 hours per week

Persona: Agile working (home and office based)

Location: Stratford, London or Trafford, Manchester.

*Expected to travel into WHL once a week for training during the first 4 weeks

Salary: 32,881 London based or 28,886 Nationally based

Advert will close on 16

th

July 2025 at 11pm

Interviews will be held via MS Teams:

22

nd

, 23

rd

& 24

th

July 2025

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

Previous applicants need to reapply



Role Profile - Resolutions Officer.docx



L&Q Energy are looking for Resolution Officers to join their team on a permanent basis.



The successful candidate will be required to lead and provide administrative support on all complaints that require action across the Department, to ensure that our customer's complaints are addressed in a timely manner and are kept up to date throughout the complaints process.



The Resolution Officers work alongside Contact Centre Advisors and our Energy Operations Manager. Good working relationships with various teams within the Energy Team and the wider business will be key to the success of this role. Ensuring complaints are dealt with in line with L&Q's policy, whilst also ensuring L&Q are adhering to the Housing Ombudsman Code of Practice which came into effect in 2020.



You will be self-motivated, professional and have a desire to ensure that L&Q adheres to its complaints policies and procedures and highlight any areas of non-performance. You will be able to work on your own initiative and be able to organise and prioritise your own individual workload, as well as being aware of the overall teams' objectives and assisting where necessary.



It is desirable that candidates have past experience resolving complaints. Excellent customer service is a must in this role.

To be considered for this role candidates will be able to demonstrate:

Excellent Customer Service skills

Experience in a similar role

Proficient in use of MS Office packages

Excellent written and verbal communication skills

Experience of working in a customer focused capacity

Experience of providing administrative support in a busy work environment

Good organisation skills

Ability to work well within a team


At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

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. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance

.



We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen.



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.



We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.



L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 110,000 homes, primarily across London the South East and the North West of England.



As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our 250 million L&Q Foundation and our skills academy.



Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Resolution Officer - L&Q Energy - 6882

Location:

London - Stratford or Manchester - Trafford

Posted:

02/07/2025

Closing date:

16/07/2025

Closing time:

11:00