Complaints Coordinator

Interviews will take place on 9th April

The Energy Team with L&Q are seeking a Complaint Coordinator. The successful candidate will be required to lead and provide administrative support on all complaints that require action across the Department, to ensure that our customer's complaints are addressed in a timely manner and are kept up to date throughout the complaints process.

The Complaint Coordinator role is a new role created within the Team. They will work alongside Contact Centre Advisors and Energy Operations Manager. Good working relationships with various teams within the Energy Team and the wider business will be key to the success of this role. Ensuring complaints are dealt with in line with L&Q’s policy, whilst also ensuring L&Q are adhering to the Housing Ombudsman Code of Practice which came into effect in 2020.

You will be self-motivated, professional and have a desire to ensure that L&Q adheres to its complaints policies and procedures and highlight any areas of non-performance. You will be able to work on your own initiative and be able to organise and prioritise your own individual workload, as well as being aware of the overall teams’ objectives and assisting where necessary.

It is desirable that candidates have past experience resolving complaints. Excellent customer service is a must in this role.

We’re actively building diverse teams and encouraging applications from all backgrounds. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.

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.

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, 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 108,000 homes, primarily across London, the South East and North West of England.

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.

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.