Peer Leader - Rents and Service Charges (Communic

Here at Stonewater, we’re seeking a Peer Leader - Rents and Service Charges (Communications and Operations) to provide frontline leadership within our Rents & Service Charge team. In this vital role, you’ll ensure the delivery of outstanding customer service, support colleagues in achieving best value, and contribute to a consistently high-quality customer experience.

As Peer Leader, you’ll play a key role in shaping how our customers experience our service. By leading by example, coaching and advising peers, and embedding best practices, you’ll help build a culture of excellence, empathy and responsiveness. You’ll be responsible for supporting day-to-day operations, sharing best practice, and ensuring every customer receives a responsive, high-quality and human service.

Working closely with our Performance Delivery Managers (PDM), Mentoring Manager and Peer Leader Rents and Service Charges(Compliance), you’ll drive continuous service improvements, help manage and review service charge complaints and support operational delivery. You’ll contribute to the refinement of processes, support colleagues in navigating complex queries and ensure alignment with internal policies and external regulations. Through a focus on quality, performance, and collaboration, you’ll help embed a customer-centric culture while meeting key KPIs and service standards.

The ideal candidate will…

• Have proven ability to lead and motivate teams, providing coaching and support to foster a high-performance culture.


• Have strong customer service skills, able to handle complex interactions and resolve complaints in a fair, transparent, and empathetic manner.


• Have excellent problem-solving abilities, with the capacity to manage complex cases and make informed decisions that balance customer needs with organisational goals.


• Have exceptional written and verbal communication skills, able to convey complex information clearly and persuasively.


• Have knowledge of service charges to ensure customer interaction feedback is reported and assist with compliance processes.


• Be able to manage and drive performance against key KPIs, ensuring targets are met or exceeded.


• Have strong interpersonal skills, able to build relationships and collaborate effectively across the organisation.


• Be proficient in MS Office, especially Word, with a focus on ensuring customer responses are professional, courteous and aligned with Stonewater’s tone.

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.

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

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.

Are you ready to #DiscoverStonewater?