Customer Resolution Caseworker (Fixed‑Term, Remote)

About the role

Stonewater is creating new roles to strengthen its local presence and improve customer satisfaction. As a Customer Resolution Caseworker you will manage complaints and service issues from start to finish, ensuring fair and timely outcomes for our residents.

Key responsibilities

• Manage and respond to customer complaints with empathy, professionalism and efficiency.
• Investigate cases thoroughly, gather evidence and make balanced decisions.
• Deliver timely, high‑quality responses in line with regulatory requirements and internal policies.
• Determine appropriate outcomes, including compensation where necessary.
• Act as the main point of contact for customers throughout the resolution journey.
• Collaborate with colleagues and stakeholders to drive early and effective resolutions.
• Maintain accurate case records and documentation.
• Identify recurring issues and share insights to support service improvements.
• Promote a customer‑first culture and act as a role model for excellent service.

Required profile

• Strong communication skills and a passion for delivering fair outcomes.
• Experience in complaints handling or customer service, ideally within housing or a related sector.
• Understanding of complaint handling standards (e.g., Housing Ombudsman Complaint Handling Code) or willingness to learn.
• Strong analytical and problem‑solving abilities with sound judgement.
• Confidence in managing challenging conversations and negotiating positive outcomes.
• Excellent organisational skills with the ability to prioritise workload.

Required skills

What we offer

• Fixed‑term contract until April 2027.
• Remote work with a competitive salary of £32,300 per year.
• Opportunity to make a real difference to customers’ experiences.