Stonewater
Customer Resolution Caseworker (FTC)
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Customer Resolution Caseworker (Fixed term contract until April 2027)
It matters. So we’re bringing it closer to home.
Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened. That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.
We’re looking for a Resolution Caseworker to join our Customer Resolution team and play a vital role in improving customer satisfaction and trust.
About the Role
As a Resolution Caseworker, you’ll be at the heart of our customer experience, managing complaints and service issues from start to finish. You’ll take ownership of cases, working collaboratively across teams to investigate concerns, identify root causes, and deliver fair, timely and high-quality resolutions.
This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and is driven to make a real difference to customers’ experiences.
What You’ll Be Doing
- 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
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About You
You’ll bring strong communication skills and a passion for delivering fair outcomes, alongside the ability to handle sensitive situations with confidence and professionalism.
We’re particularly interested in candidates who have:
- 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
Job Description - Customer Resolution Caseworker
Why Join Us?
At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”
You’ll be joining a team that is committed to continuous improvement and delivering positive outcomes for customers. In this role, you’ll have the opportunity to influence service delivery, contribute to meaningful change, and develop your skills in complaint handling and customer experience.
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Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK.
Discover Stonewater
Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 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 900 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.
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