Job Description
Title: Resolution Officer - L&Q Energy
Contract Type: Fixed Term Contract/Secondment until 31/07/2027, Part Time, 21 hours per week
Salary: £34,381 full-time equivalent / £20,628 approx. pro rata per annum (London Weighted salary) or £30,386 full-time equivalent/ £18,231 approx. pro rata 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: 25th November 2026 at 11pm
Interview Dates: 2nd/3rd December 2026, via MS Teams
Please click here for the role profile - Resolution Officer.docx
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…
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.
Join our L&Q Energy Team at L&Q:
L&Q Energy is looking for a proactive and customer-focused Resolution Officer to join the team on a fixed term basis. Reporting to the Resolution Team Leader, you will play a key role in managing and coordinating customer complaints, ensuring they are handled efficiently, professionally, and within agreed timescales. Working closely with colleagues across the department, you'll provide administrative support throughout the complaints process, keep customers informed with regular updates, and help deliver fair and effective resolutions that improve the customer experience.
This is an excellent opportunity for someone with strong communication, organisation, and problem-solving skills who is passionate about delivering outstanding customer service.
If this sounds like you, we would love for you to apply!
Your impact in the role:
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.
What you'll bring:
- 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
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
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. Fine 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!
