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 and the successful candidate will have responsibility for the investigation and resolution of complex stage two complaints received in connection to our repairs and planned investment services. Critically, you’ll have a strong understanding of social housing providers’ repairs 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 hard to understand their concerns and how they’d like any problems to be resolved. You’ll then liaise directly with contracting partners, utilizing systems as well as building positive relationships, to identify service failure and to resolve any outstanding issues.
You will have a keen attention to detail and be a very effective communicator verbally and in writing, including drafting letters communicating complex responses to customers in a clear and easy to understand style. You’ll prioritise customer satisfaction, working to improve our customers’ experience of our complaints service. Thi...