Customer Complaints Officer – Housing Ombudsman Serv...

Are you passionate about delivering exceptional customer service within the social housing sector? Stonewater is seeking a proactive and empathetic Customer Complaints Officer to join our Customer Relations Team, focusing on the management of Housing Ombudsman Service (HOS) cases, investigations, and complex complaints.

About the Role

You will play a vital role in enhancing the customer experience, supporting the effective handling of Housing Ombudsman Service cases, and ensuring compliance with the Complaint Handling Code. You’ll be responsible for managing complex complaints, responding to enquiries, and supporting Stonewater’s commitment to transparent and timely communication.

Key Responsibilities

• Manage and respond to Housing Ombudsman Service cases and enquiries, meeting deadlines for acknowledgements and responses.
• Support investigations into complex complaints, ensuring resolutions align with regulatory expectations.
• Ensure the timely completion of Housing Ombudsman Service orders and recommendations
• Build and maintain effective relationships both internally and externally, acting as a point of contact for the Housing Ombudsman Service.
• Provide information and follow up on cases in a prompt and professional manner.
• Demonstrate strong influencing and negotiation skills, adapting to changing customer needs and managing challenging conversations with compassion.
• Supporting learning from complaints to support Stonewater to improve our services

About You

The ideal candidate will:

• Have proven customer service experience and a genuine passion for social housing.
• Demonstrate experience in complaint handling within social housing, including investigating and resolving complex issues.
• Understand the Housing Ombudsman Service, the Complaint Handling Code, and regulatory requirements.
• Possess excellent communication skills, both written and verbal, with the ability to adapt to Stonewater’s Tone of Voice.
• Be comfortable working in a fast-paced environment, managing multiple priorities and deadlines.
• Show strong interpersonal skills, positively influencing and negotiating outcomes.
• Be proficient in Microsoft Excel, and skilled in adopting new digital solutions.
• Be able to build effective partnerships, managing complex multi-agency relationships and meeting the needs of our customers.

If you’re ready to make a difference and help shape the future of customer relations in social housing, apply today to join Stonewater as our new Customer Complaints Officer – Housing Ombudsman Service.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

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.

Are you ready to #DiscoverStonewater?