Resolution Advisor

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Stonewater

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏠 Real Estate

🤝 Non-profit

🌍 Social Impact

Real Estate • Non-profit • Social Impact

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

• Speak with customers who want to make a complaint, listening carefully and responding with empathy • Resolve straightforward issues at the earliest opportunity where possible • Accurately log, acknowledge and maintain complaint records in line with team processes • Gather information and evidence to support investigations and Housing Ombudsman cases • Support the Resolution Team in monitoring actions and closing complaints appropriately • Apply internal policies, including the Complaint Handling Code and compensation policy, to support fair outcomes • Communicate clearly and professionally with customers and colleagues • Work collaboratively across teams to follow up on actions and help resolve issues • Contribute to a customer-first approach in all aspects of your work

🎯 Requirements

• Experience in a customer service or complaints environment (housing experience is desirable) • Awareness of, or willingness to learn, the Complaint Handling Code • Strong communication skills, with the ability to handle sensitive situations professionally • Good organisational and administrative skills, with strong attention to detail • Confidence using IT systems, including case management tools • A collaborative approach and commitment to equality, diversity and inclusion

🏖️ Benefits

• Professional development opportunities • Commitment to equality, diversity and inclusion • Menopause Friendly employer • Disability Confident Employer