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Hybrid Working, Mixture of working from Home and either our Bournemouth or Bristol Hub based on your location

Here at Stonewater, we are now seeking Customer Experience Advisors to take ownership and responsibility for a range of complex enquiries, delivering excellent customer service and a first-time resolution. This will be across repairs, income, tenancy management and lettings and allocations in general needs, supported housing, home ownership and retirement living.

Our current roles available are:

2 x Bristol - Permanent, Full Time (37.5 hours per week)

2 x Bournemouth - Permanent, Full Time (37.5 hours per week)

1 x Bournemouth – Fixed Term Contract until 31st March 2024 (37.5 hours per week)

You will be the point of expertise for the Customer Service Centre, highlighting training needs to the Customer Service Team Manager. You will support Customer Service colleagues to continually review and challenge processes to drive contact to a digital platform, supporting Stonewater’s digital agenda, and identify areas of service failure, providing solutions for improved customer experience.

The ideal candidate will:

• Have previous housing and customer service experience.
• Have experience of complaint management and escalations.
• Demonstrate experience in dealing with complex issues.
• Demonstrate sound knowledge of Housing (repairs, income, tenancy management and lettings and allocations in general needs, supported housing, home ownership and retirement living).
• Be able to communicate a wide range of information clearly and effectively, and influence at all levels of the organisation.
• Be able to gather information from various sources and make decisions to the satisfaction of Customers and Stonewater.
• Be able to diffuse situations, being sensitive to the needs of Customers.
• Think practically and logically, producing high quality work and overcoming issues to meet deadlines.
• Be able to work with minimum supervision.
• Have good numeracy and literacy skills, including statistical and performance information analysis.
• Have excellent communication and organisational skills.
• Be able to work pro-actively in a team environment, supporting colleagues and sharing the workload.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 36,000 homes, serving 78,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.