Here at Stonewater, we are now seeking a Customer Experience Coordinator 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.
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.
This role includes shift work covering opening hours of 8am - 8pm Monday to Friday and 9am - 1pm on a Saturday.
In addition, there is a requirement to support as a point of contact for potential out of hours escalations. This is on a rotational basis and receives an additional payment for when cover is provided.
This is a fantastic opportunity for an experienced Housing specialist to bring passion, skills, and energy to help develop our national model whilst having connections to the locality.
The ideal candidate will:
- Excellent housing and customer service experience
- Demonstrate experience in dealing with complex issues, complaint management and resolution.
- 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 and colleagues.
- Think practically and logically, producing high quality work and overcoming issues to meet deadlines.
- Be able to work with minimum supervision and demonstrate best practise at all times.
- 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.
We are proud of our approach to Hybrid working, recognising just how much our team value the flexibility of working both from home and our Bournemouth Hub.
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 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.
Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.
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.