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 also adapting how we handle complaints and looking for people who want to be part of delivering a better experience from the very first conversation.

We need two Resolution Administrators to play a key role in how we respond to our customers when things go wrong.

You’ll often be the first point of contact for complaints - setting the tone, building trust, and helping resolve issues as early as possible. Alongside this, you’ll support the wider Resolution Team to ensure complaints are handled efficiently, fairly and in line with our standards.

This is an opportunity to make a real difference in everyday moments that matter to our customers.

What you’ll be doing

You’ll help ensure every customer feels heard, understood and supported from the outset.

In this role, you will:

• Speak with customers who want to make a complaint, listening carefully and responding with empathy

• Resolve straightforward issues at the earliest opportunity where possible

• Accurately log, acknowledge and maintain complaint records in line with team processes

• Gather information and evidence to support investigations and Housing Ombudsman cases

• Support the Resolution Team in monitoring actions and closing complaints appropriately

• Apply internal policies, including the Complaint Handling Code and compensation policy, to support fair outcomes

• Communicate clearly and professionally with customers and colleagues

• Work collaboratively across teams to follow up on actions and help resolve issues

• Contribute to a customer-first approach in all aspects of your work

What you’ll bring

You’ll bring patience, attention to detail, and a genuine commitment to doing the right thing for customers.

We’re looking for:

• Experience in a customer service or complaints environment (housing experience is desirable)

• Awareness of, or willingness to learn, the Complaint Handling Code

• Strong communication skills, with the ability to handle sensitive situations professionally

• Good organisational and administrative skills, with strong attention to detail

• Confidence using IT systems, including case management tools

• A collaborative approach and commitment to equality, diversity and inclusion

Job Description - Resolution Administrator

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.”

This role is at the heart of how we build trust with our customers. If you’re someone who takes pride in getting things right, supporting others, and making a difference through everyday interactions, we’d love to hear from you.

Appointment to this role will be subject to a satisfactory references and possession of a valid Right to Work document.

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.