Resolution Officer Maintenance Services

Title

Resolution Officer - Maintenance Services

Contract Type

Permanent, Full time, 35 hours per week

Salary

£34,381 per annum (London weighted salary)

Location

London, Stratford

Work Arrangement

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

Benefits

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

Overview

Our customers are the most important part of our business and as a member of the Customer Resolution team, it is vital that you have a passion as a Customer Service professional to deliver excellence to both internal and external customers every time. This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.

Responsibilities

The role will involve taking the lead in managing complaint cases about the work our Maintenance Technicians and Subcontractors perform in our residents' homes as well as our communal areas. You will act as the 'voice and face' of the Trust, so demonstrable experience in delivering customer focused services in a demanding public facing environment is essential. This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department that has a strong team ethos. You will have control over your own caseload and be responsible for orchestrating a positive outcome for our customers.

• Managing and owning a caseload of complaints relating to maintenance works. Volumes may vary but you can expect at least 3-5 new complaints per day, and you may have 50 or more ongoing complaints at any time.
• Conducting thorough impartial investigations
• Working within response deadlines and adhering to team SLA's / KPI's
• Liaising with customers and internal departments via phone, Microsoft teams and email
• Challenging decisions of internal departments
• Calculating compensation in line with company proceduresMaintaining high quality records and notes on the system
• Being conversant with the Housing Ombudsman Code and ensuring that complaint handling and decisions are in line with the code
• Feeding back the cause of complaints to prevent recurrence

Qualifications/Requirements

• Able to work in a fast paced and high pressure environment
• Excellent communication skills, verbal and written
• Versatile and resilient
• Inquisitive and strong problem solving skills
• Great customer service with strong empathy
• Strong time management and ability to work to deadlines
• Self starter with strong initiative
• Able to work within a team and work collaboratively with internal and external stakeholders

If you require any reasonable adjustments at any stage during this process, including the application stage, please email .

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 24 months.