Title: Resolution Team LeaderContract Type: Permanent, Full time, 35 hours per weekSalary: Starting from£42,149per annum (London weighted salary) or £37,573per annum per annum (Regional salary)Grade: 08Reporting Office: London, Stratford or Manchester, TraffordAgile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)Closing Date: 24th April 2026 at 11pmInterview Dates: 30th April 2026, Face to Face at L&Qs Stratford, London officeEarly applications are encouraged as we reserve the right to close the advertisement andBenefitsinclude: 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 andmany moreJoin our Customer Relations Team at L&Q:As a Resolutions Team Leader, you wont simply be overseeing complaints youll be at the heart of making a real, tangible difference for our residents. This role is about shaping every experience, influencing outcomes, and driving genuine improvements throughout our services. Each day offers something new, whether its a fresh challenge or a chance to empower your team and raise standards. Youll have the opportunity to deliver fair, transparent resolutions that truly matter, and your leadership will help ensure that our residents feel heard, valued, and confident in the support they receive. Its a chance to be an active force for positive change leading from the front, inspiring your team, and helping us build a stronger, more responsive service for everyone.You will lead a high-performing Customer Resolutions team responsible for handling complaints with professionalism, empathy, and efficiency. You will coach and develop your team, oversee complex cases, and ensure every response meets both internal standards (complaints process at L&Q) and the expectations set out in the Housing Ombudsman Code. With a strong focus on quality and continuous improvement, you will help turn feedback into actionable change.At its core, this role is key to ensuring we consistently provide fair and balanced outcomes, which is essential for maintaining the trust of our residents. By leading a skilled and motivated team, youll be instrumental in strengthening our approach to complaint handling, driving compliance, and embedding a culture of accountability and service excellence across the board.Reporting to the Resolution Manager, this role sits within our Maintenance Service function at L&Q, under property services. You will work closely with internal and external stakeholders and lead a dedicated team focused on delivering high-quality complaint resolution and continuously improving the resident experience.Your impact in the role:Leading and developing a high-performing team which will enhance productivity and the quality of complaint handling. Supporting the team in achieving its targets for resolution times and customer satisfaction.Taking ownership of complex and escalated cases to reduce risk, improve outcomes, and ensure key cases dont breach regulatory deadlines.Monitoring KPIs and driving performance enabling early identification of underperformance, allowing timely interventions to keep the team on track to meet targets.Ensuring compliance with policies and procedures to minimises errors, reduce escalations, and in turn reducing Housing Ombudsman Orders, for L&Q.Lead the team to deliver high-quality, accurate complaint responses/timely outcomes to support compliance targets and help maintain the organisations reputation and external performance ratings.Building a culture of accountability and empathy to improve employee engagement and consistency, which positively impacts customer satisfaction scores.Collaborating with internal/external stakeholders to address the root causes to reduce complaint volumes, supporting long term efficiency and service improvement goals.Quality Checks, regular 1-2-1 s and targeted training which closes performance gaps, improves individual capability and ensures consistent service delivery across the team.What you will bring:Proven experience leading or supervising a team in a customer service, complaints, or resolutions environment.A strong track record of handling complex and sensitive customer issues with confidence.Outstanding communication skills, to clearly set expectations, provide constructive feedback, and promote open, honest dialogue within the team.The ability to coach, motivate, develop team members and embed a consistent, customer-focused approach.Ability to align team behaviours with wider organisational values and service standards.Ability to manage internal challenges and ensure a positive, collaborative team environment.Essential ability to understand team members perspectives, promote wellbeing, and role-model best practice when managing sensitive customer complaints.Knowledge of the Housing Ombudsman Code or complaints handling in repairs (desirable).Confidence using Microsoft Office, Excel, 365 and presenting Data.About L&Q:Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples 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 were proud to serve diverse communities across London, the South East and North West of England.JBRP1_UKTJ