26 Oct
London and Quadrant Housing Trust
London
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
We have an exciting opportunity for a Resolution Team Leader to join our Housing Quality Assurance complaint team. The Resolution Team Leader will manage and develop a team of Complaint Resolution Officers who are responsible for handling all Housing management-related complaints.
Why choose L&Q;?
We offer a competitive annual salary and staff benefits package.
- Strong family-friendly policies
- Committed Learning & Development
- Annual leave starting from 28 days rising to 31 PLUS bank holidays
- Excellent Pension Scheme - double contribution up to 6%
- Generous non-contributory life assurance
- An Employee Assistance Programme
- Great places to work certified 2023-2024
- Best Workplaces for Women
You will be expected to act as the Subject Matter Expert on complaints for Housing Management therefore a detailed understanding and ability to put the Housing Ombudsman's complaint Handling Code and our Standard Operating Processes into practice is essential.
To succeed in this role, you must be exceptionally customer-focused with experience of leading a successful, high-performing team. You will be experienced in exceeding targets and thrive under pressure in a fast-paced environment. You will need to have strong influencing skills and be an effective communicator to inspire and motivate your team to achieve targets.
The ideal candidate will be responsible to ensure compliance with policies, procedures, and regulatory requirements while fostering a culture of learning and continuous improvement in complaint handling.
As a Resolution Team Leader,
you will role model the L&Q; Values and Behaviours within the team and promote the value of complaints within the organisation, using insights from complaints to learn lessons and drive toward service improvement and customer service excellence.
Supporting the Resolution Team Manager as an escalation point for complaints in Housing Management and act as the lead in ensuring the resolution of complex issues
This role will see you balance fifty percent of your time spent providing essential leadership to your team and twenty percent allocating the team's day-to-day activities to ensure they deliver team and individual targets in compliance with the Housing Ombudsman Complaint Handling Code.
If you are interested in this role and have the experience required, then apply without delay!
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, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, 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 97,000 homes, primarily across London and the South East.
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.
In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q;, whilst a further 40,000 will come through partnerships.
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.
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▶️ Resolution Team Leader
🖊️ London and Quadrant Housing Trust
📍 London