Customer Partner: Damp & Mould Housing Advocate

Stonewater; England; On-site; GBP 27,000 - 38,000; Full time

Job summary

Stonewater is one of the UK’s largest social housing providers, driving our purpose to ensure everyone has a place to call home. We’re seeking a compassionate Customer Partner to join our Damp, Mould and Disrepair Team and help deliver an outstanding housing service experience to our customers.

You’ll manage a varied caseload, handle safeguarding and complex needs with empathy, and promote digital services while maintaining a human touch.

Qualifications

• Experience in a customer-facing role.
• Experience managing safeguarding concerns and supporting vulnerable customers.
• Excellent communication, influencing and negotiation skills.
• The ability to build effective relationships with a range of stakeholders and partners.
• Experience working with digital systems and embracing new ways of working.
• A commitment to continuous improvement, innovation and delivering value for money.
• Strong problem-solving skills and the ability to think beyond established processes to find the right solution for customers.

Responsibilities

• Deliver excellent frontline housing management services to our customers.
• Manage complex customer enquiries and provide clear solutions and next steps.
• Support customers experiencing challenging circumstances, including safeguarding concerns, domestic abuse, financial hardship and other complex needs.
• Build trust and confidence through compassionate and effective communication.
• Work collaboratively with internal teams and external agencies to achieve positive outcomes.
• Promote and support the use of digital services and innovative solutions.
• Use customer feedback, data and insights to identify opportunities for service improvement.
• Take ownership of customer journeys, ensuring customers feel listened to, respected and valued throughout every interaction.

Skills

Customer-facing

Safeguarding experience

Communication skills

Stakeholder relationships

Digital systems

Continuous improvement

Problem-solving

Job description

Stonewater is one of the UK’s largest social housing providers, driving our purpose to ensure everyone has a place to call home. We’re seeking a compassionate Customer Partner to join our Damp, Mould and Disrepair Team and help deliver an outstanding housing service experience to our customers.

You’ll manage a varied caseload, handle safeguarding and complex needs with empathy, and promote digital services while maintaining a human touch.