Customer Resolution Caseworker

As a Resolution Caseworker, you’ll be at the heart of our customer experience, managing complaints and service issues from start to finish. You’ll take ownership of cases, working collaboratively across teams to investigate concerns, identify root causes, and deliver fair, timely and high-quality resolutions.

This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and is driven to make a real difference to customers’ experiences.

What You’ll Be Doing

Managing and responding to customer complaints with empathy, professionalism, and efficiency

Investigating cases thoroughly, gathering evidence and making balanced decisions

Delivering timely, high-quality responses in line with regulatory requirements and internal policies

Using sound judgement to determine appropriate outcomes, including compensation where necessary

Acting as the main point of contact for customers throughout the resolution journey

Collaborating with colleagues and stakeholders to drive early and effective resolutions

Maintaining accurate case records and documentation

Identifying recurring issues and sharing insights to support service improvements

Promoting a customer-first culture and acting as a role model for excellent service

About You

You’ll bring strong communication skills and a passion for delivering fair outcomes, alongside the ability to handle sensitive situations with confidence and professionalism.

We’re particularly interested in candidates who have:

Experience in complaints handling or customer service, ideally within housing or a related sector

An understanding of complaint handling standards (such as the Housing Ombudsman Complaint Handling Code) or a willingness to learn

Strong analytical and problem-solving skills with the ability to make sound judgements

Confidence in managing challenging conversations and negotiating positive outcomes

Excellent organisational skills with the ability to prioritise and manage your own caseload

A collaborative mindset and the ability to build effective working relationships

A commitment to equality, diversity and inclusion

Good IT skills and experience using case management systems

Job Description - Customer Resolution Caseworker

Why Join Us?

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”

You’ll be joining a team that is committed to continuous improvement and delivering positive outcomes for customers. In this role, you’ll have the opportunity to influence service delivery, contribute to meaningful change, and develop your skills in complaint handling and customer experience.

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

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Discover Stonewater:

Stonewater is one of the UK’s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long-term commitment to sustainability, we are helping shape stronger communities for the future.

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.

Are you ready to #DiscoverStonewater?

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