Customer Service Officer x2

The Stoll Foundation; City Of London; On-site; GBP 24,000 - 32,000; Full time

Job summary

A leading housing provider in London is seeking a dedicated professional to ensure high standards of service for residents. The role involves managing maintenance, responding to inquiries, and providing administrative support. Ideal candidates should have a background in customer service and facilities management. This position offers various employee benefits including healthcare reimbursements, pension options, and more.

Benefits

Healthcare Cash Back Plan

Ride to Work Scheme

Season Ticket Loans

Pension

Qualifications

• Experience in customer service or facilities management.
• Ability to handle sensitive information appropriately.
• Familiarity with property maintenance and safety standards.

Responsibilities

• Deliver excellent customer service to residents.
• Coordinate maintenance and repairs effectively.
• Manage resident move-ins and move-outs.

Skills

Customer service

Communication

Problem-solving

Job description

The Stoll Foundation is a leading provider of supported housing for vulnerable and disabled veterans in the UK. With a proud legacy of service, we are committed to delivering safe, high-quality homes and support that enables independence, dignity, and well-being for those who have served their country.

The Role:

Deliver an outstanding service to residents and internal stakeholders by ensuring properties are well-maintained, resident needs are met promptly, and all interactions reflect professionalism, empathy, and efficiency.

Key Responsibilities:

• Provide a positive image of Stoll to its customers, stakeholders, and other relevant outside bodies.
• Provide input to the Corporate Plan and Team Plans through participation in Organisational, Departmental and Team Meetings.
• Provide appropriate ‘team’ cover in the absence of other staff as reasonably requested.

Specific Responsibilities

• Deliver excellent customer service to internal and external customers, always aiming to enhance the customer experience.
• Respond promptly to resident inquiries and resolve issues efficiently and professionally.
• Cover front of House and Reception duties, greeting all stakeholders in a professional and courteous manner.
• Coordinate maintenance and repairs to ensure properties are maintained to a high standard.
• Monitor contractor performance and follow up on incomplete or delayed works to ensure service quality and resident satisfaction, whilst keeping customers informed.
• Manage resident move-ins and move-outs, including inspections and addressing any defects.
• Ensure accurate and thorough logs are maintained and monitored from issue inception to satisfactory resolution.
• Liaise with relevant teams to ensure all safety certificates (gas, electric, fire) and risk assessments are up to date and accessible.
• Contribute to void property turnaround by coordinating inspections, ensuring remedial works are completed quickly, and preparing properties for new tenants.
• Assist with organising and attending resident meetings, open days, and community engagement events to build positive relationships and gather feedback.
• Provide administrative support for organisational related processes.
• Maintain confidentiality and handle sensitive resident information in accordance with GDPR and data protection policies.
• Use internal systems to log interactions, raise repairs, and track progress.
• Monitor trends in customer feedback and complaints to identify recurring issues and suggest service improvements.
• Assist in the preparation and distribution of newsletters, notices, and digital updates for residents.
• Stay informed on organisational policies and complete relevant training to ensure consistent and compliant service delivery.

Staff benefits are:

• Healthcare Cash Back Plan – provided by Bupa, this scheme financially reimburses you for treatment costs (up to an annual limit) for everyday healthcare needs including dental and chiropractic treatments, physiotherapy and health screenings.
• Ride to Work Scheme – providing loans for bicycles and cycling equipment through our retail partner as a tax and National Insurance free benefit through salary exchange.
• Season Ticket Loans – staff can access an interest‑free loan if they travel to and from work by public transport, paid back over 10 monthly instalments.
• Pension – the Social Housing Pension Scheme (SHPS) is available to all employees via salary exchange. Whilst you can opt out of the pension scheme.

If you would like to apply, please email your CV and cover letter, outlining how you meet the person specification, to [e-mail].

Job Description/Person Specification is here.

Closing date for applications:

Friday, 28th November 2025 , 5pm

Stoll strives to be an equal opportunities employer and welcomes applications from all sections of the community. We particularly welcome applications from ex-Service personnel.

Stoll appointments are subject to an enhanced DBS check.