Resolutions Team Manager

Location

Stratford, Greater London | United Kingdom

Job description

Title: Resolutions Team Manager

Location: Stratford, London E15 4PH or Sale, Manchester M33 6AG

Contract Types: 6 month secondment/FTC opportunity

Persona: Agile, 20% - 40% in the office

Salary: London Weighted from £44,012 - £53,474 / Regional from £38,219 - £47,212

Closing date for applications: 20th March 2024

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

As the Resolutions Team Manager you will have management responsibility for a service of 16 people (direct and indirect). You will have full people and performance management accountability for the Resolutions Team, ensuring that detailed investigations and high-quality responses are provided on behalf of the Housing Management division to complaints and queries from a range of stakeholders across both L&Q. You will ensure that you and your team act as the ‘voice and face’ of L&Q, taking responsibility for liaising and leading on complaints management in a customer-centric way, resolving issues quickly and with care. The role covers a vast geographical area including London, and Manchester and as such, you will be expected to be able to work in both locations.

To be successful in this role, you must be customer-centric and have the stakeholder management skills that enable you to obtain desired outcomes from challenging positions. You will be empathetic, confident and driven to provide an exemplary level of Customer Service.

You will always consider the customer Customer Experience and have the natural ability to spot areas where we need to change ways of working. You will be IT proficient and have exceptional verbal and written communication skills, as well as a natural ability to inspire and motivate a team.

Although understanding of the social housing environment is not essential, the desire to perform well and succeed in challenging circumstances is. You would have previously worked within a customer-facing role and be have exceptional complaint management skills.

This is an exciting period of change and the successful candidate must have the skills and personality to keep a high-performing service area highly skilled and motivated.

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 26 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. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

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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