At a Glance
- Tasks: Manage customer complaints and deliver fair resolutions with empathy and professionalism.
- Company: Join Stonewater, a leading housing provider committed to making a difference.
- Benefits: Competitive salary, remote work, and opportunities for personal and professional growth.
- Other info: Be part of a diverse team dedicated to continuous improvement and customer satisfaction.
- Why this job: Make a real impact on customer experiences and contribute to meaningful change.
- Qualifications: Experience in customer service or complaints handling, strong communication skills.
Location: Remote
Salary: £32,300 per annum
Vacancy Type: Fixed term contract until April 2027
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 looking for a Resolution Caseworker to join our Customer Resolution team and play a vital role in improving customer satisfaction and trust.
About the Role
As a Resolution Caseworker, you’ll be at the heart of our customer experience, managing complaints and service issues from start to finish. You’ll take ownership of cases, working collaboratively across teams to investigate concerns, identify root causes, and deliver fair, timely and high-quality resolutions. This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and is driven to make a real difference to customers’ experiences.
What You’ll Be Doing
- Managing and responding to customer complaints with empathy, professionalism, and efficiency
- Investigating cases thoroughly, gathering evidence and making balanced decisions
- Delivering timely, high-quality responses in line with regulatory requirements and internal policies
- Using sound judgement to determine appropriate outcomes, including compensation where necessary
- Acting as the main point of contact for customers throughout the resolution journey
- Collaborating with colleagues and stakeholders to drive early and effective resolutions
- Maintaining accurate case records and documentation
- Identifying recurring issues and sharing insights to support service improvements
- Promoting a customer-first culture and acting as a role model for excellent service
About You
You’ll bring strong communication skills and a passion for delivering fair outcomes, alongside the ability to handle sensitive situations with confidence and professionalism. We’re particularly interested in candidates who have:
- Experience in complaints handling or customer service, ideally within housing or a related sector
- An understanding of complaint handling standards (such as the Housing Ombudsman Complaint Handling Code) or a willingness to learn
- Strong analytical and problem-solving skills with the ability to make sound judgements
- Confidence in managing challenging conversations and negotiating positive outcomes
- Excellent organisational skills with the ability to prioritise and manage your own caseload
- A collaborative mindset and the ability to build effective working relationships
- A commitment to equality, diversity and inclusion
- Good IT skills and experience using case management systems
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.” You’ll be joining a team that is committed to continuous improvement and delivering positive outcomes for customers. In this role, you’ll have the opportunity to influence service delivery, contribute to meaningful change, and develop your skills in complaint handling and customer experience.
Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK.
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.
To Apply
If you feel you are a suitable candidate and would like to work for Stonewater, please click apply to be redirected to our website to complete your application.
Customer Resolution Caseworker 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 Customer Resolution Caseworker
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Stonewater.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Stonewater. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Resolution Caseworker
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Stonewater.
How to prepare for a job interview at Stonewater
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Stonewater's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Stonewater offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
