Resolution Officer x3 – Building Compliance

Contract Type:

Permanent, Full Time, 35 hours per week

Salary:£34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary), dependant on experience.
* Plus Essential Car User Allowance £1,300

Grade: 6

Reporting Office:
London, Stratford or Manchester, Trafford

Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 4th September 2026 at 11pm

Interview Dates:11th September 2026 via MS Teams

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
• many more

L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 12 months.

Are you passionate about resolving issues, improving services and doing the right thing for residents? If so, this could be an exciting opportunity to make a real difference at L&Q.

L&Q Building Compliance is looking for a Resolution Officer to join our team on a fixed‑term basis, supporting the effective and fair resolution of complaints across the organisation. This is a varied and rewarding role where no two cases are the same, and where your work directly contributes to safer homes and better resident outcomes.

Working closely with the Resolution Manager and colleagues across the wider Building Compliance Team, you’ll take ownership of complaints from investigation through to resolution. Building strong relationships with teams across L&Q will be key, as you balance problem‑solving, empathy and regulatory compliance to deliver clear, timely and high‑quality outcomes.

This is a great opportunity to strengthen your experience in complaint resolution, regulation and service improvement within a large and purpose‑driven housing organisation and work alongside a great expanding team.

In this role, you’ll provide essential administrative support for complaints across the department, helping to ensure customer concerns are handled efficiently, thoroughly and with care. You’ll play a key part in keeping complaints on track, making sure they are regularly updated and progressed smoothly through the complaints process.

We’re looking for someone who is self‑motivated, professional and passionate about doing the right thing for customers. You’ll take pride in ensuring L&Q follows its complaints policies and procedures, while also having the confidence to highlight any areas where performance could be improved.

You’ll be comfortable working independently, as well as collaborating closely with your team and a range of internal and external stakeholders. Organisation will be one of your strengths, and you’ll be able to prioritise your own workload effectively, while staying aware of wider team objectives and stepping in to support colleagues when needed.

Previous experience in complaint handling or resolution is desirable, but above all, we’re looking for someone who consistently delivers excellent customer service, with empathy, professionalism and a solution‑focused mindset.

• Proficient in use of MS Office packages
• Excellent written and verbal communication skills
• Works collaboratively as part of a team in a fast‑paced, target-driven environment
• Experience of providing administrative support in a busy work environment
• Good organisation skills
• Ability to work well within a team

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…