The Role: Stakeholder Resolution Officers

Location: Stratford, West Ham Lane

Contract Types: 1x Permanent & 1x 12month FTC

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

Salary: Competitive

As a Stakeholder Resolution Officer, you will be responsible for coordinating and writing high quality responses to queries and complaints from senior external stakeholders on behalf of our Housing Operations Senior Management Team and Housing Managers. You will provide effective advice and challenge to internal stakeholders, with the objective to provide our senior stakeholders with high quality responses that are thorough, and demonstrate care and empathy.

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 on behalf of L&Q.

You will always consider the 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.

Although previous experience within a social housing environment is beneficial, it isn’t essential. You would have previously worked within a customer-facing role and be confident and comfortable in dealing with senior internal and external stakeholders.

Closing date for completed application: 20th May 2022

To be placed in:  Internal and External

Interviews will be held in our Stratford office on a date to be confirmed

Our commitments:

COVID 19: The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Secure requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.

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.

Access to a full suite of benefits including 26 days holiday per year, annual bonus subject to business and individual performance, excellent Pension scheme and real investment in your personal & career development. Other benefits include 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.