22.5 hours per week over three days (to include Monday, Friday plus another day)

Are you passionate about providing exceptional customer service to customers, both internally and externally and putting them at the heart of everything you do? Do you like to unpick complex queries and translate this using customer friendly language? Do you have a keen eye for detail and enjoy a varied workload?

We’re looking for someone to come and join our Rents and Service Charges team who can bring a keen eye for detail, ability to work with data with ease and is able to work in collaboration with colleagues to improve processes and procedures, particularly around Section 20 consultations and invoice processing. If this sounds like you, we’d love to hear from you!

The Rents and Service Charges Team consist of a team of Rent & Service Charge Officers and Rent & Service Charge Coordinators, responsible for delivering excellent customer service to customers who have queries regarding their service charges and working alongside a team of Rent & Service Charge Analysts who are responsible for the calculation and issuing of rent and service charge demands to circa 36,000 customers.

Joining us as Rent & Service Charge Coordinator, you’ll act as first point of contact for all enquiries relating to service charges and liaise with colleagues from across the organisation to coordinate a response, ensuring it is delivered in a customer friendly language and considering our tone of voice. You’ll lead on investigating and responding to low level complaints and you’ll assist with the administration of issuing Section 20 notices, composure of Section 21 and 22 requests and assist with special projects. We really want a team player who will work in partnership with customers, colleagues, contractors and stakeholders to help us improve the delivery of service charges, efficiency and accuracy of the process and improve the overall customer experience.

The ideal candidate will:

• Have a strong commitment to the delivery of a high level of customer service.
• Have a personable approach to customers.
• Have strong organisational skills, with the ability to manage a varied workload.
• Have a keen eye for detail.
• Be computer literate with knowledge of Outlook, Excel, Word and Power BI.
• Have a pro-active nature, able to use own initiative and work with minimal supervision.
• Have good numeracy skills, able to calculate and interpret complex financial information.
• Be an excellent communicator, able to explain complex service charge breakdowns to customers avoiding jargon where possible.
• Be able to be flexible, adjusting to different roles and tasks as customer demands requires.

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 39,000 homes, serving 82,000 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 800 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?

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