Customer Partner (Damp and Mould)

Customer Partner (Damp, Mould and Disrepair Team)

£29,000 per annum plus £3,715 car allowance

At Stonewater, our customers are at the heart of everything we do. We're looking for a compassionate, proactive and customer-focused Customer Partner, to join our Damp, Mould and Disrepair Team and play a key role in delivering an outstanding housing service experience.

This is an exciting opportunity to work directly with customers, supporting them through a range of housing-related matters, including complex cases that require empathy, resilience and excellent problem-solving skills. You'll help us deliver on our Customer Promise while contributing to innovative ways of working and continuously improving our services.

The Role

As a Customer Partner, you'll manage a varied caseload and build strong relationships with customers, colleagues and external partners to ensure issues are resolved quickly and effectively. You'll be an advocate for our digital services while maintaining a personal and human approach to customer support.

You'll:

• Deliver excellent frontline housing management services to our customers.

• Manage complex customer enquiries and provide clear solutions and next steps.

• Support customers experiencing challenging circumstances, including safeguarding concerns, domestic abuse, financial hardship and other complex needs.

• Build trust and confidence through compassionate and effective communication.

• Work collaboratively with internal teams and external agencies to achieve positive outcomes.

• Promote and support the use of digital services and innovative solutions.

• Use customer feedback, data and insights to identify opportunities for service improvement.

• Take ownership of customer journeys, ensuring customers feel listened to, respected and valued throughout every interaction.

What We're Looking For

You'll be passionate about delivering exceptional customer experiences and confident handling sensitive and complex situations.

We're particularly interested in candidates who have:

• Experience in a customer-facing role.

• Experience managing safeguarding concerns and supporting vulnerable customers.

• Excellent communication, influencing and negotiation skills.

• The ability to build effective relationships with a range of stakeholders and partners.

• Experience working with digital systems and embracing new ways of working.

• A commitment to continuous improvement, innovation and delivering value for money.

• Strong problem-solving skills and the ability to think beyond established processes to find the right solution for customers.

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

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Discover Stonewater:

Stonewater is one of the UK’s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long-term commitment to sustainability, we are helping shape stronger communities for the future.

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.

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.