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Client:
Stonewater
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Yes
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Job Reference:
58511dd920ee
Job Views:
5
Posted:
02.06.2025
Expiry Date:
17.07.2025
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Job Description:
Fixed Term Contract for 6 months initially
Here at Stonewater, we’re proud to make things personal. If it matters to our customers, it matters to us.
We’re now recruiting for a Senior Homes Complaints Officer to work within our Customer Relations Team. The role is a pilot scheme to increase the satisfaction and quality of our responses. The successful candidate will be responsible for investigating and resolving complex stage two complaints related to repairs and planned investment services. You’ll need a strong understanding of social housing providers’ repair obligations and experience of resolving complaints in line with the Housing Ombudsman Service’s Complaint Handling Code.
Your passion for customer service will ensure you put our customers at the heart of your investigation, working to understand their concerns and how they’d like any problems to be resolved. You’ll liaise directly with contracting partners, utilizing systems and building positive relationships to identify service failures and resolve outstanding issues.
You will have a keen attention to detail and be an effective communicator, both verbally and in writing. You’ll draft clear, understandable responses to complex issues, prioritizing customer satisfaction and working to improve our complaints service experience. This includes collaborating with the Homes service to identify learning and support service improvements.
The ideal candidate will:
* Have significant experience in complaint handling within social housing, including investigating and responding to complex stage two cases.
* Understand repair obligations for social housing providers, HHSRA, Awaab’s Law, Legal Disrepair, Homes Fitness for Human Habitation Act, and Tenant Satisfaction Measures.
* Be skilled in critically analyzing cases, negotiating with contractors and stakeholders for resolution.
* Lead cross-departmental and external meetings to present complex cases and solutions constructively.
* Collaborate with colleagues and contracting partners to prioritize complaints and act as a champion for resolution.
* Be capable of coaching and upskilling colleagues.
* Possess excellent communication and writing skills, aligning with Stonewater’s tone of voice.
* Work efficiently in a fast-paced environment, managing multiple priorities and deadlines.
* Be committed to customer service and Stonewater’s Customer Promise.
* Proficient in using housing and repairs management systems, CRM, SharePoint, Excel, and PowerPoint for investigation and documentation.
* Experienced in handling complaints related to equality, diversity, and inclusion.
* Familiar with peer reviews, delivering feedback, and coaching.
Appointment is subject to a satisfactory DBS check, references, and valid Right to Work documentation.
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