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About Stoll:
The Stoll Foundation is a leading provider of supported housing for vulnerable and disabled veterans in the UK. With a proud legacy of service, we are committed to delivering safe, high-quality homes and support that enables independence, dignity, and well-being for those who have served their country.
The Role:
Deliver an outstanding service to residents and internal stakeholders by being the first point of contact for residents, engaging service across multiple channels, including telephone, email and face to face interactions.
The role involves resolving enquires relating to housing repairs, rent accounts, tenancy matters and general housing services, ensuring residents receive accurate information, timely resolution and a positive service experience and that all interactions reflect professionalism, empathy and efficiency.
Key Responsibilities:
- Deliver excellent customer service to internal and external customers, always aiming to enhance the customer experience.
- Handle inbound and outbound telephone calls and respond to customer emails professionally and efficiently.
- Act as a single point of contact for residents, addressing enquiries at first contact wherever possible.
- Deliver a consistently high standard of customer service aligned to organisational values and service standards.
- Log responsive, urgent and emergency repairs accurately using our systems in line with our policies and procedures.
- Diagnose repair issues through effective questioning to ensure correct categorisation and prioritisation.
- Liaise with internal repairs teams and external contractors to schedule, amend or follow up appointments.
- Keep customers informed of progress and timescales and manage expectations appropriately.
- Respond to rent‑related queries including balances, payments, arrears and payment methods.
- Explain rent statements and charges in a clear, customer‑friendly manner.
- Signpost customers to relevant support services, including income advice or welfare support, where appropriate.
- Provide information on tenancy services, estate services and policies.
- Record, acknowledge and handle stage 1 complaints in line with our complaints policy.
- Cover front of House and Reception Duties, greeting all stakeholders is a professional and courteous manner.
- Assist with organising and attending resident meetings, open days, and community engagement events to build positive relationships and gather feedback.
- Provide administrative support for organisational related processes.
- Maintain confidentiality and handle sensitive resident information in accordance with GDPR and data protection policies.
- Assist in the preparation and distribution of newsletters, notices, and digital updates for residents.
- Stay informed on organisational policies and complete relevant training to ensure consistent and compliant service delivery
Person specifications:
• Customer Focused: Demonstrates a strong commitment to delivering excellent service and enhancing the resident experience.
• Organised and Detail-Oriented: Maintains accurate records, manages multiple tasks efficiently, and ensures timely follow-up.
• Strong Communicator: Communicates clearly, professionally, and effectively with residents, colleagues, and contractors.
• Collaborative: Works well with others, contributes to team goals, and offers constructive feedback to improve service delivery.
• Problem Solver: Applies sound judgment and initiative to resolve issues and manage conflicts effectively.
• Technically Proficient: Confident in using Microsoft Office Suite and internal systems for reporting, communication, and task tracking.
• Adaptable and Proactive: Responds positively to change, takes initiative, and seeks opportunities to improve processes.
• Confidential and Compliant: Understands and adheres to data protection and GDPR requirements when handling sensitive information.
• Resident Engagement: Comfortable participating in community events and engaging with residents to build trust and gather feedback.
• Health & Safety Aware: Understands the importance of compliance with safety regulations and ensures documentation is current and accessible.
Frontline Competencies
Working with Customers
• A focus on maximising the independence of our customers in all interventions
• A focus on always delivering a holistic service to Customers, focusing on the person as well as their situation
• The ability to regularly motivate and inspire Customers to improve their life situation
• The ability to deal with customers exhibiting challenging behaviour in a positive way
• An understanding of support issues, particularly relating to Veterans Communication
• The ability to communicate effectively with all Customers
Health and Safety
• An understanding of how to safeguard vulnerable adults and children
• The consistent application of appropriate boundaries when working with Customers
Other Duties
• Support the organisation: Carry out any other duties as required by The Tenancy Directorate
• Cover housing officers: Act as the first point of contact in relation to housing applicants, ensuring that all data is recorded accurately on the housing database and the waiting list is managed efficiently.
Registered Charity 
21 - 50
The client requests no contact from agencies or media sales.
Thank you!
Help us create a safe, positive and empowering experience for every Girlguiding volunteer and member. Are you a confident communicator with a passion for fairness and supporting volunteers? Do you thrive on resolving complex issues, building positive relationships, and ensuring high standards are maintained? If so, we'd love to hear from you.
We're looking for a Complaints and compliance officer to join our team. In this rewarding role, you'll play a vital part in supporting volunteers across the organisation, managing complaints and compliance concerns, championing inclusion and helping to maintain the safe, welcoming environment that Girlguiding is known for.
As Complaints and compliance officer, you'll manage a varied caseload of complaints and compliance concerns, providing expert advice and guidance in line with Girlguiding's policies, procedures and Code of Conduct.
You'll work closely with volunteers, commissioners, regional and country teams, offering practical support and helping them navigate sometimes sensitive and challenging situations. This is an excellent opportunity for someone with natural curiosity, who enjoys understanding the full context of issues, working collaboratively, and making a meaningful difference to the experience of volunteers and members across the UK.
Thank you!
Using Anonymous Recruitment
This organisation is using Anonymous Recruitment to reduce bias in the first stages of the hiring process. Submit your application as normal and our system will anonymise it for you. Your personal information will be hidden until the recruiter contacts you.
Main Purpose of the Role
The Duty Officer plays a key operational role in ensuring the smooth running of the Friendly Trust’s office duty function. The postholder will be the designated lead for Office Duty sessions, acting as the first point of contact for calls, visitors, and day-to-day operational queries.
The role also provides structured support to a Trust Officer managing a caseload of Service Users requiring lower levels of support, assisting with administrative casework, financial monitoring tasks, and maintaining accurate records.
This post bridges administrative and frontline service delivery functions, enabling Trust Officers to focus on complex casework while maintaining high standards of responsiveness and record keeping.
Key Responsibilities
1. Office Duty (Primary Function)
- Take responsibility for the delivery of Office Duty sessions in line with the Office Duty Procedure.
- Manage incoming telephone calls, enquiries, and visitors, ensuring all interactions are recorded accurately.
- Maintain and update the Office Duty diary, including:
- Recording calls, visitors, and actions taken
- Logging outstanding actions for follow-up
- Ensuring continuity between sessions
- Use CasparGov to record duty activity promptly and accurately.
· Monitor planned and ad hoc cash collections, ensuring compliance with The Friendly Trust's policies and procedures, checking requirements, and promptly identifying and escalating any issues or discrepancies.
- Carry out cash tin checks and ensure appropriate balances for ongoing sessions.
- Liaise with the Duty Team Manager where queries require escalation.
2. Service User Support
· Support a designated Trust Officer in managing a caseload of Service Users requiring lower levels of support
- Assist with routine financial administration tasks such as:
- Monitoring transactions and basic budgeting support
- Preparing information for review by the Trust Officer
- Maintain accurate records of activity in line with organisational and legal requirements.
- Draft basic correspondence and follow up routine requests.
3. Administrative and Operational Support
- Provide administrative support aligned with organisational systems and processes.
- Assist with:
- Data entry and maintaining records
- Processing documentation and correspondence
- Supporting internal reporting and statistics
- Contribute to efficient office systems and processes.
- Support meeting preparation or coordination where required.
4. Communication and Team Working
- Act as a professional first point of contact for Service Users, families, and external professionals.
- Work collaboratively with Trust Officers, Admin, and managers to ensure seamless service delivery.
- Escalate queries appropriately while maintaining ownership of routine enquiries.
5. Organisational Contribution
- Work in line with the Friendly Trust’s values, policies, and procedures.
- Contribute to a positive, inclusive, and supportive working environment.
- Maintain confidentiality and comply with GDPR and safeguarding requirements.
- Undertake other duties appropriate to the role.
Person Specification
Essential Skills and Experience
- Excellent verbal and written communication skills, with the ability to communicate clearly, professionally and sensitively with Service Users, family members, colleagues and external agencies.
- Strong interpersonal, telephone and customer service skills, with a friendly, approachable and professional manner.
- Proven administrative experience, with strong organisational skills and the ability to manage a varied workload effectively.
- Ability to prioritise tasks, work to deadlines, manage competing demands and respond positively to changing priorities.
- Excellent attention to detail, with the ability to maintain accurate records and manage information confidentially.
- Experience of data entry, maintaining electronic databases and record management systems.
- Competent user of Microsoft 365, including Outlook, Word, Excel and Teams, and confident using databases and other IT systems.
- Ability to work independently using initiative, as well as collaboratively within a team.
- Positive, flexible and proactive approach to work.
- Empathy, patience and the ability to work sensitively and respectfully with vulnerable people and individuals from a wide range of backgrounds.
- Commitment to equality, diversity and inclusion, professional standards, confidentiality and data protection requirements.
Desirable Skills and Experience
- Experience working within the charity, voluntary, health or social care sectors.
- Experience of handling calls, front-line enquiries, reception duties or customer-facing services.
- Knowledge of issues affecting people with learning disabilities and their families.
- Knowledge of welfare benefits, financial administration or related support services.
- Experience of using case management, CRM or client record systems.
- Knowledge of CASPAR Gov or similar case management software.
- Experience of supporting the production of reports, statistics, monitoring information or management data.
- Experience of coordinating office systems, facilities or administrative processes.
- Basic financial administration experience, including invoice processing, cash handling and record keeping.
- Knowledge of information governance and records management practices.
- Good record of punctuality, reliability and attendance.
Personal Attributes
- Professional, trustworthy and dependable.
- Solution-focused, with a willingness to learn, develop and adapt.
- Able to maintain composure and professionalism when handling sensitive or challenging enquiries.
- Committed to supporting The Friendly Trust's mission, values and person-centred approach.
- Demonstrates sound judgement, discretion and a high level of integrity.
The client requests no contact from agencies or media sales.