Customer Resolution Caseworker

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £32.3k / year

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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Stonewater

WebsiteLinkedInAll Job Openings

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

• Manage and respond to customer complaints with empathy, professionalism and efficiency • Investigate cases thoroughly, gather evidence and make balanced decisions • Deliver timely, high-quality responses in line with regulatory requirements and internal policies • Use sound judgement to determine appropriate outcomes, including compensation where necessary • Act as the main point of contact for customers throughout the resolution journey • Collaborate with colleagues and stakeholders to drive early and effective resolutions • Maintain accurate case records and documentation • Identify recurring issues and share insights to support service improvements • Promote a customer-first culture and act as a role model for excellent service

🎯 Requirements

• Experience in complaints handling or customer service, ideally within housing or a related sector • Understanding of complaint handling standards, such as the Housing Ombudsman Complaint Handling Code, or willingness to learn • Strong analytical and problem-solving skills • Ability to make sound judgements • Confidence managing challenging conversations and negotiating positive outcomes • Excellent organisational skills and ability to prioritise and manage an independent caseload • Collaborative mindset and ability to build effective working relationships • Commitment to equality, diversity and inclusion • Good IT skills and experience using case management systems • Satisfactory Disclosure and Barring Service Check, if applicable • Satisfactory references • Valid Right to Work document • May require qualifications, skills, knowledge and behaviours to meet the Competence and Conduct Standard for Social Housing • If not already qualified, may be expected to study towards a professional qualification

🏖️ Benefits

• Opportunity to influence service delivery and contribute to meaningful change • Opportunities to develop skills in complaint handling and customer experience • Potential opportunity to study towards a professional qualification if not already qualified • Disability Confident Employer workplace support for disability, mental health and wellbeing • 37.5 hours per week