At a Glance
- Tasks: Support customers by resolving complaints and ensuring they feel heard and understood.
- Company: Join Stonewater, a leading housing provider committed to making a difference.
- Benefits: Be part of a supportive team with opportunities for personal and professional growth.
- Other info: Join a diverse team that values equality and inclusion.
- Why this job: Make a real impact in your community by helping customers through challenging situations.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 26000 £ per year.
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 a Resolution Advisor (known internally as a Resolution Administrator) 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
- 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
- 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
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 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.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
Resolution Advisor in Coventry employer: Stonewater
Stonewater is an exceptional employer that prioritises the well-being of both its employees and the vulnerable children they serve. With a strong commitment to professional development, our team enjoys a supportive work culture that fosters collaboration and creativity in a nurturing environment. Working in Southampton, you will have the unique opportunity to make a meaningful impact on the lives of young people affected by domestic abuse while being part of a dedicated and compassionate team.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Advisor in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stonewater. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Stonewater before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resolution Advisor in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Stonewater:Your cover letter is your chance to shine! Tell us why you want to work at Stonewater specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Stonewater!
How to prepare for a job interview at Stonewater
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
