Customer Experience Officer
Employer: Stonewater
Location: Home based
Temporary: Fixed Term Contract until 31st March 2026
Working hours: Full time
Salary: £28,000 per annum
Closing date: 03/09/2025
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Fixed Term Contract until 31st March 2026 (Secondment Opportunity)
Stonewater is on a mission to deliver brilliant customer service, especially when it matters most.
We’re looking for a Customer Experience Officer to join our Housing Operations team — supporting the management of complex complaints and high-risk cases, and helping us deliver on our customer promise.
This is more than just an admin role. You’ll be at the heart of our mission to improve customer satisfaction, helping to coordinate key meetings like the Customer Promise Group and Complaints Delivery Group, ensuring actions are followed up, and supporting our Customer Relations team in meeting crucial KPIs. You’ll also contribute to service improvement projects and help train new colleagues, ensuring our team stays consistent, compliant, and customer-focused.
The ideal candidate will:
Have previous administration experience, gained within a customer focused environment.
Be highly organised with attention to detail.
Be experienced in working to KPIs and SLAs.
Be a strong communicator, able to influence at all levels within an organisation.
Support and consistently deliver excellent service to internal and external customers.
Think practically and logically, producing high quality work and overcoming issues to meet deadlines.
Have good numeracy and literacy skills, including statistical and performance information analysis.
In return, you’ll join a purpose-driven organisation where people come first, ideas are valued, and every colleague plays a part in shaping a better future for our customers.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
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.
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.
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