Stonewater
501 - 1000 employees
Founded 2015
🏗️ Construction
🏥 Healthcare
📦 Logistics
Construction • Healthcare • Logistics
Stonewater is a registered social landlord and housing association that provides safe, affordable homes across the UK, offering rental, shared ownership and purchase options. It also operates specialised services including retirement and supported living schemes, domestic abuse refuges, LGBTQ+ safe spaces, and young people’s foyers, with a mission focused on enabling people to have a place they can call home. Stonewater emphasizes employee development and inclusive culture as part of its organizational values.
Customer Resolution Caseworker – FTC
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🔥 1 minute ago
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Stonewater
501 - 1000 employees
Founded 2015
🏗️ Construction
🏥 Healthcare
📦 Logistics
Construction • Healthcare • Logistics
Stonewater is a registered social landlord and housing association that provides safe, affordable homes across the UK, offering rental, shared ownership and purchase options. It also operates specialised services including retirement and supported living schemes, domestic abuse refuges, LGBTQ+ safe spaces, and young people’s foyers, with a mission focused on enabling people to have a place they can call home. Stonewater emphasizes employee development and inclusive culture as part of its organizational values.
📋 Description
• Managing and responding to customer complaints with empathy, professionalism, and efficiency • Investigating cases thoroughly, gathering evidence and making balanced decisions • Delivering timely, high-quality responses in line with regulatory requirements and internal policies • Using sound judgement to determine appropriate outcomes, including compensation where necessary • Acting as the main point of contact for customers throughout the resolution journey • Collaborating with colleagues and stakeholders to drive early and effective resolutions • Maintaining accurate case records and documentation • Identifying recurring issues and sharing insights to support service improvements • Promoting a customer-first culture and acting as a role model for excellent service
🎯 Requirements
• Experience in complaints handling or customer service, ideally within housing or a related sector • An understanding of complaint handling standards (such as the Housing Ombudsman Complaint Handling Code) or a willingness to learn • Strong analytical and problem-solving skills with the ability to make sound judgements • Confidence in managing challenging conversations and negotiating positive outcomes • Excellent organisational skills with the ability to prioritise and manage your own caseload • A collaborative mindset and the ability to build effective working relationships • A commitment to equality, diversity and inclusion • Good IT skills and experience using case management systems
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