Customer Service Officer x2 in London

Location: Based at Sir Oswald Stoll Mansions, 446 Fulham Road, London SW6 1DT. Fulham, London with travel across London and to other sites.

Contract: Permanent. Job type: Full-time [Monday to Friday – 9 am to 5 pm]. Responsible: Director of Tenancy Services. Salary: £33,317.19 per year, plus benefits.

The Stoll Foundation is a leading provider of supported housing for vulnerable and disabled veterans in the UK. With a proud legacy of service, we are committed to delivering safe, high-quality homes and support that enables independence, dignity, and well-being for those who have served their country.

The Role

Deliver an outstanding service to residents and internal stakeholders by ensuring properties are well-maintained, resident needs are met promptly, and all interactions reflect professionalism, empathy, and efficiency.

Key Responsibilities

• Provide a positive image of Stoll to its customers, stakeholders, and other relevant outside bodies.
• Provide input to the Corporate Plan and Team Plans through participation in Organisational, Departmental and Team Meetings.
• Provide appropriate team cover in the absence of other staff as reasonably requested.

Specific Responsibilities

• Deliver excellent customer service to internal and external customers, always aiming to enhance the customer experience.
• Respond promptly to resident inquiries and resolve issues efficiently and professionally.
• Cover front of House and Reception Duties, greeting all stakeholders in a professional and courteous manner.
• Coordinate maintenance and repairs to ensure properties are maintained to a high standard.
• Monitor contractor performance and follow up on incomplete or delayed works to ensure service quality and resident satisfaction, whilst keeping the customer informed.
• Manage resident move-ins and move-outs, including inspections and addressing any defects.
• Ensure accurate and thorough logs are maintained and monitored from issue inception to satisfactory resolution.
• Liaise with relevant teams to ensure all safety certificates (gas, electric, fire) and risk assessments are up to date and accessible.
• Contribute to void property turnaround by coordinating inspections, ensuring remedial works are completed quickly, and preparing properties for new tenants.
• Assist with organising and attending resident meetings, open days, and community engagement events to build positive relationships and gather feedback.
• Provide administrative support for organisational related processes.
• Maintain confidentiality and handle sensitive resident information in accordance with GDPR and data protection policies.
• Use internal systems to log interactions, raise repairs, and track progress.
• Monitor trends in customer feedback and complaints to identify recurring issues and suggest service improvements.
• Assist in the preparation and distribution of newsletters, notices, and digital updates for residents.
• Stay informed on organisational policies and complete relevant training to ensure consistent and compliant service delivery.

Staff Benefits

• Healthcare Cash Back Plan – provided by Bupa, this scheme financially reimburses you for treatment costs (up to an annual limit) for everyday healthcare needs including dental and chiropractic treatments, physiotherapy and health screenings.
• Ride to Work Scheme – providing loans for bicycles and cycling equipment through our retail partner as a tax and National Insurance free benefit through salary exchange.
• Season Ticket Loans – staff can access an interest-free loan if they travel to and from work by public transport, paid back over 10 monthly instalments.
• Pension – the Social Housing Pension Scheme (SHPS) is available to all employees via salary exchange. Whilst you can opt out of the pension scheme.

Closing date for applications: Friday, 28th November 2025, 5pm. If you would like to apply, please email your CV and cover letter, outlining how you meet the person specification, to recruitment@stoll.org.uk.

Stoll strives to be an equal opportunities employer and welcomes applications from all sections of the community. We particularly welcome applications from ex-Service personnel. Stoll appointments are subject to an enhanced DBS check.