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- Tasks: Manage complex customer enquiries and deliver top-notch service across various housing sectors.
- Company: Join Stonewater, a leading housing provider with 40,000 homes and a mission to transform lives.
- Benefits: Enjoy hybrid working, flexible hours, and additional pay for out-of-hours support.
- Why this job: Be part of a passionate team focused on making a real difference in people's lives.
- Qualifications: Experience in housing and customer service, with strong communication and problem-solving skills required.
- Other info: Stonewater is committed to diversity and wellbeing, offering a supportive work environment.
The predicted salary is between 30000 - 42000 £ per year.
Hybrid Working, Mixture of working from Home and one of our Hubs. Ideally, you will be based in Coventry, Bournemouth, Reading or Bristol. 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 continually develop the team bringing a focus to a right first-time approach for our customers.
The ideal candidate will:
- Have 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 practice 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 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 for 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.
Customer Experience Coordinator in Reading employer: Stonewater
Contact Detail:
Stonewater Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator in Reading
✨Tip Number 1
Familiarise yourself with Stonewater's mission and values. Understanding their commitment to providing quality homes and services will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare specific examples from your past experience that demonstrate your ability to handle complex customer enquiries and resolve complaints effectively. This will show your potential employer that you have the practical skills needed for the role.
✨Tip Number 3
Research common challenges in the housing sector, particularly around repairs and tenancy management. Being knowledgeable about these issues will allow you to discuss potential solutions and improvements during your interview.
✨Tip Number 4
Network with current or former employees of Stonewater on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Experience Coordinator in Reading
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Customer Experience Coordinator position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in housing and customer service. Provide specific examples of how you've dealt with complex issues and delivered excellent customer service.
Showcase Communication Skills: Since the role requires effective communication, ensure your application reflects your ability to convey information clearly. Use concise language and structure your documents well to demonstrate your organisational skills.
Tailor Your Cover Letter: Craft a personalised cover letter that addresses Stonewater directly. Mention your passion for improving customer experiences and how you can contribute to their digital agenda, as well as your commitment to teamwork and best practices.
How to prepare for a job interview at Stonewater
✨Showcase Your Customer Service Skills
As a Customer Experience Coordinator, your ability to deliver excellent customer service is crucial. Prepare examples of how you've successfully resolved complex issues in the past, highlighting your approach to complaint management and resolution.
✨Demonstrate Housing Knowledge
Familiarise yourself with key aspects of housing management, including repairs, income, tenancy management, and lettings. Be ready to discuss your experience in these areas and how it relates to the role at Stonewater.
✨Communicate Clearly and Effectively
Effective communication is essential for this role. Practice articulating your thoughts clearly and concisely, and be prepared to explain how you would gather information and make decisions that satisfy both customers and the organisation.
✨Emphasise Teamwork and Collaboration
Stonewater values teamwork, so be sure to highlight your ability to work collaboratively. Share examples of how you've supported colleagues in the past and contributed to a positive team environment, especially in challenging situations.
