Job Description

Location

Hybrid Working, Mixture of working from Home and either our Bournemouth or Bristol Hub



Salary

25,883 per annum



Closing date

06/11/2025

Hybrid Working, Mixture of working from Home and either our Bournemouth or Bristol Hub based on your location

1x Permanent, Full Time (37.5 hours per week)

1x 6 Months Fixed Term Contract, Full Time

(37.5 hours per week)

Do you want to work for one of the Top 25 Housing Associations in the UK as well as one of the Top 100 Large Organisations in the South East and the Midlands?



If so, then look no further. Welcome to Stonewater!



Here at Stonewater, our social purpose is at the heart of everything we do, for everyone to have the opportunity to have a place that they can call home. We are an organisation which continues to grow, in an industry that is in high demand. We currently manage about 40,000 homes in England for over 93,000 customers including general rent, shared ownership and new builds. We also offer incredibly important specialist services including retirement and supported living schemes, domestic abuse refuges, a dedicated LGBTQ+ safe space, and young people's foyers.



Stonewater is an exceptional place to work, and we aim to keep our colleagues engaged, developed and equipped. What some of our colleagues say; 'They're an amazing bunch, doing amazing things!', 'I love the flexibility and feeling connected to the team', 'I am proud to say I am surrounded by amazing colleagues who only ever want to their best and deliver on our promise'.

As a Customer Experience Advisor...

You'll take ownership for a range of complex enquiries, delivering exceptional customer service and a first-time resolution. This will be across repairs, income, tenancy management and lettings and allocations in general needs, supported housing, home ownership and retirement living.



We are proud of our approach to Hybrid working, recognising just how much our team value the flexibility of working both from home and our Hubs. As for our new colleagues, once they have found their footing and are meeting their goals, we are always delighted to also extend them the flexibility to work from home.

The role includes shift work covering opening hours of 8am - 8pm Monday to Friday and 9am - 1pm on a Saturday.

So, if you;


Have previous customer service experience Experience in a customer service contact centre using any of the following channels -telephone, email, social media or live chat Thrive under pressure whilst also able to deliver consistent, high levels of customer service. Are empathetic and resilient, with exceptional communication skills Are highly organised with the ability to prioritise workload and meet targets Have great computer skills and feel comfortable working within multi-system environments


Then we want to hear from you! It's time to

#DiscoverStonewater



By joining our team, you will have full support in your role as we maximise the benefits of hybrid working, both at our Hubs and at home! To offer you the best start in your new role, we invest in six weeks of initial training, ensuring you are confident in answering any of our customers' questions.

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

Interviews

1st stage: Telephone interview



2nd stage: values & competency-based interview via MS Teams

And the benefits of working for us?

At Stonewater, we offer a great benefits package which includes a competitive salary, hybrid working, onboard support, career development and progression opportunities, up to 10k interest-free loan for home work spaces, a specialist shared-ownership product helping you into your own home, a retirement savings plan - up to 7% matched contribution rate, Life assurance - 3.5x contractual pay, 24/7 access to a totally confidential counselling helpline, Healthcare cash plan, accrued holiday plus access to deals and discounts on shopping, travel, optical etc and much more!


Appointment to this role will be subject to satisfactory references and possession of a valid right to work document.






Documents
Customer Experience Advisor JD Version Final.docx



Our promise to you


At Stonewater we believe nothing is impossible. We're driven by our mission, vision and values and inspire others to always strive to succeed. This passion and determination is what sets us apart. We are proud to be a place where being individuals is embraced and recognised.


So, if you want to make a real difference to people's lives and want to have a stimulating and rewarding career, we would love to hear from you.


For more information, visit our website at www.stonewater.org/careers







Benefits


At Stonewater we offer excellent benefits which help make us a great place to work!*


A specialist shared-ownership product helping you into your own home
A retirement savings plan - up to 7% matched contribution rate
Life assurance - 3.5x contractual pay
Up to 10k interest-free loan for home work spaces
24/7 access to a totally confidential counselling helpline
Healthcare cash plan
Career development and progression opportunities
Holiday starting at 26 days
Deals and Discounts on shopping, travel, optical etc
Cycle to work scheme
Annual Company Day
Team building days
And much more...





Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.





These benefits may differ for zero hour contracts*