The Stoll Foundation – Customer Service Officer

Confederation of Service Charities; Location (WV); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Healthcare Cash Back Plan

Ride to Work Scheme

Season Ticket Loans

Pension

Job summary

The Stoll Foundation in Fulham, London is seeking a Customer Service Officer to deliver outstanding service to residents and internal stakeholders. You will ensure properties are well-maintained, resident needs are met promptly, and all interactions reflect professionalism, empathy and efficiency.

Travel across London may be required. The role encompasses front-of-house responsibilities, coordinating maintenance and repairs, and ensuring safety certificates and risk assessments are kept up to

Qualifications

• 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.
• Provide positive image of the organisation to customers and external bodies.
• Coordinate maintenance and repairs to maintain high standards and ensure safety certificates and risk assessments are up to date.

Responsibilities

• Deliver excellent customer service to internal and external customers and respond promptly to inquiries.
• Cover front of house and reception duties in a professional manner.
• Liaise with teams to ensure all safety certificates and risk assessments are up to date.
• Assist with organising resident meetings and community engagement events.

Job description

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The Stoll Foundation – Customer Service Officer

Location: Fulham, London with travel across London and to other sites

Contract: Permanent

Job type: Full-time [Monday to Friday – 9 am to 5 pm]

Responsible to: Head of Customer Services

Salary: £33,317.19 per year, plus benefits

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 is 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 keep thing customer 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.

Closing date for applications

14th August 2026 at 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.