Stonewater

• Lead the development and delivery of our customer communications strategy and annual communications plan • Create and oversee high-quality communications, including key publications such as the annual customer report • Collaborate with internal teams and external partners to ensure consistent and aligned messaging • Champion multi-channel communication approaches, ensuring accessibility and inclusivity • Use data, insight and analytics to measure and improve communication effectiveness • Enhance and grow our digital and social media presence, building strong customer engagement • Promote self-service options and clear service information to improve customer understanding • Ensure all communications meet regulatory and compliance requirements • Lead and support a team of communications professionals

• Create and execute robust test plans, cases, and scripts aligned to agile methodologies • Perform functional, regression, integration, system, usability, and acceptance testing • Ensure consistent, high standards of quality across all releases • Actively contribute to sprint ceremonies, including planning, stand-ups, and retrospectives • Work closely with developers to integrate testing seamlessly into each sprint • Collaborate on defining clear acceptance criteria with Product Owners • Identify, document, and track defects through to resolution • Partner with developers to troubleshoot and resolve issues efficiently • Advocate for increased use of automated testing • Support the development of scalable and efficient QA practices • Communicate testing progress, risks, and outcomes clearly

• Designing and building impactful Power BI reports and dashboards based on business needs • Creating and managing datasets to enable scalable, self-service reporting • Partnering with stakeholders to gather requirements and translate them into actionable insights • Reviewing and improving reports developed across the business to ensure consistency and quality • Supporting colleagues with Power BI queries and training, helping to build data confidence • Leading workshops to uncover and prioritise reporting and data needs • Maintaining and optimising the Power BI platform (datasets, workspaces, and apps) • Ensuring robust documentation, testing, and adherence to best practice delivery methods

• Lead data platform and pipeline engineering • Own the design and delivery of automated data pipelines (ingestion, transformation, orchestration) • Embed DevOps and GitOps best practices across all data solutions • Drive automation to improve reliability, scalability, and speed of delivery • Build and enable modern data platforms • Lead Infrastructure as Code (IaC) development for cloud and hybrid environments • Standardise and optimise platforms such as Azure Synapse, Data Factory, Data Lake, and SQL • Ensure environments are repeatable, resilient, and cost-efficient • Enable data-driven decision making • Oversee the delivery of dashboards, scorecards, and reporting solutions • Champion self-service analytics and strong data modelling practices • Ensure high-quality, accurate, and timely data across the business • Drive data quality, governance and compliance • Embed governance, security, and regulatory standards (e.g. GDPR) into all data processes • Ensure data integrity across the full lifecycle—from ingestion to reporting • Implement monitoring, alerting, and SLA-driven performance frameworks • Collaborate and lead • Build, mentor, and lead a high-performing team of data specialists • Partner with stakeholders across the organisation to deliver impactful data solutions • Manage suppliers and ensure delivery against agreed standards and SLAs

• Design, develop and maintain a cloud-based data platform in Azure • Build and optimise data pipelines for ingestion, transformation, and delivery • Deliver end-to-end Microsoft BI solutions, supporting a range of analytical use cases • Work collaboratively with analysts and stakeholders to understand and meet data needs • Implement data quality, validation, and governance processes • Monitor pipelines, troubleshoot issues, and maintain platform performance • Ensure solutions are secure, scalable, and cost-efficient • Present technical concepts clearly to non-technical stakeholders

• Act as a trusted advisor to managers and leaders, building strong, collaborative relationships across the organisation. • Deliver a proactive, commercially focused employee relations service, providing clear advice within employment legislation and minimising organisational risk. • Take ownership of employee relations cases, including disciplinaries, grievances, performance management, and investigations, ensuring timely and fair outcomes. • Conduct workplace investigations and produce high‑quality, evidence‑based reports with clear recommendations. • Coach and influence managers to develop their confidence and capability in handling people issues effectively. • Design and deliver HR training and coaching interventions aligned to organisational needs and emerging trends. • Analyse workforce and performance data to identify trends (e.g. absence, turnover) and work with specialists to develop action plans. • Collaborate closely with People team colleagues, Legal and other internal functions to ensure joined‑up, consistent people solutions. • Support the continuous improvement of ER policies, processes and ways of working, embedding best practice and inclusion.

• Deliver a wide range of engagement activities - from community events and workshops to digital and survey-based insight • Build strong, trusted relationships with residents, including those from underrepresented or harder-to-reach groups • Turn customer feedback into clear, actionable insight that drives service improvements • Support colleagues across the organisation to engage effectively and confidently with customers • Coordinate and support customer panels, forums and scrutiny groups • Capture, analyse and share feedback to influence decision-making at all levels • Promote engagement opportunities using a variety of channels to maximise reach and inclusion • Work collaboratively across teams to ensure customer voice leads to real, visible change • Represent Stonewater within local communities, partnerships and events • Ensure all engagement activity is inclusive, accessible and aligned with regulatory expectations

• Lead, support and develop a team of Resolution Caseworkers to deliver consistently high standards • Champion a customer-first, early resolution approach across all complaint handling • Oversee and manage complaint cases to ensure timely, fair and high-quality outcomes • Take ownership of complex, sensitive or high-risk cases where strong judgement is critical • Coach and develop team members in communication, investigation and conflict resolution • Analyse complaint trends and feedback to identify learning and drive service improvement • Ensure robust record-keeping, reporting and organisational learning from complaints • Act as a recognised subject matter expert, advising colleagues across the organisation • Deliver training to embed best practice and strengthen complaint handling capability • Deputise for the Customer Resolution Manager when required

• Speak with customers who want to make a complaint, listening carefully and responding with empathy • Resolve straightforward issues at the earliest opportunity where possible • Accurately log, acknowledge and maintain complaint records in line with team processes • Gather information and evidence to support investigations and Housing Ombudsman cases • Support the Resolution Team in monitoring actions and closing complaints appropriately • Apply internal policies, including the Complaint Handling Code and compensation policy, to support fair outcomes • Communicate clearly and professionally with customers and colleagues • Work collaboratively across teams to follow up on actions and help resolve issues • Contribute to a customer-first approach in all aspects of your work

• Lead operational delivery of high-quality, outcome-focused supported living services. • Manage and develop Coordinators and teams, creating a positive culture. • Oversee agency-managed services ensuring contract compliance. • Champion a strengths-based, person-centered approach. • Manage budgets, contracts and funding streams for value for money. • Use data to drive service improvement and performance against KPIs. • Build strategic relationships to support service sustainability. • Ensure compliance with health & safety, safeguarding, and organizational requirements. • Participate in an out-of-hours on-call rota.