Customer Resolution Officer - 12 month Fixed Term Contract

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. 

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

As part of the wider L&G Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes. 

Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. 

At Legal & General Affordable Homes, we're passionate about providing safe, quality homes and excellent customer experiences. We're looking for a Customer Resolution Officer to join our Customer Resolution team and help ensure customers receive fair, timely and effective resolutions when things don't go to plan.

This is an excellent opportunity for someone with complaint handling, housing management or dispute resolution experience who enjoys solving problems, building positive relationships and making a genuine difference to customers.

Salary £43,000. 

What you’ll be doing:

• Managing Stage 1 and Stage 2 complaints from residents
• Investigating customer concerns and identifying appropriate resolutions
• Gathering and analysing evidence to support complaint outcomes
• Communicating with residents to provide updates and guidance
• Managing a varied caseload of complex customer cases
• Coordinating responses relating to damp, mould, condensation and defects
• Working with internal teams and external partners to deliver customer-focused outcomes
• Identifying learning opportunities and supporting service improvements

Who we’re looking for:

• Experience in complaint handling, dispute resolution or a similar customer-focused role
• Ability to manage complex and sensitive customer cases
• Strong communication and stakeholder management skills
• Excellent problem-solving and decision-making capability
• Strong organisational skills and attention to detail
• Experience within housing management, social housing or a related environment
• Confidence using Microsoft Office and case management systems
• Understanding of housing complaints and regulatory frameworks such as the Housing Ombudsman Code

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.