Housing Officer (Damp and Mould)

Housing Officer (Damp and Mould) Location: Remote Salary: £29,000 per annum plus £3,715 car allowance Vacancy Type: Permanent, Full Time (37.5 hours per week) At Stonewater, our customers are at the heart of everything we do. We're looking for a compassionate, proactive and customer-focused Housing Officer, internally known as a Customer Partner, to join our Damp, Mould and Disrepair Team and play a key role in delivering an outstanding housing service experience. This is an exciting opportunity to work directly with customers, supporting them through a range of housing-related matters, including complex cases that require empathy, resilience and excellent problem-solving skills. You'll help us deliver on our Customer Promise while contributing to innovative ways of working and continuously improving our services. The Role As a Customer Partner, you'll manage a varied caseload and build strong relationships with customers, colleagues and external partners to ensure issues are resolved quickly and effectively. You'll be an advocate for our digital services while maintaining a personal and human approach to customer support. You'll: Deliver excellent frontline housing management services to our customers. Manage complex customer enquiries and provide clear solutions and next steps. Support customers experiencing challenging circumstances, including safeguarding concerns, domestic abuse, financial hardship and other complex needs. Build trust and confidence through compassionate and effective communication. Work collaboratively with internal teams and external agencies to achieve positive outcomes. Promote and support the use of digital services and innovative solutions. Use customer feedback, data and insights to identify opportunities for service improvement. Take ownership of customer journeys, ensuring customers feel listened to, respected and valued throughout every interaction. What We're Looking For You'll be passionate ab