Home Ownership Customer Coordinator

Are you highly organised, customer-focused and experienced in property or conveyancing administration? We’re looking for a Home Ownership Customer Coordinator (known internally as Commercial Services Coordinator) to join our Commercial & Revenue team, where you’ll play a key role in delivering high-quality home ownership and commercial transactions that help us reinvest in new homes for those who need them most.

About the role

Working closely with customers, solicitors and internal stakeholders, you’ll manage a varied caseload of home ownership transactions, including shared ownership resales, lease extensions, retirement properties, garages, and Right to Buy/Right to Acquire applications. You’ll provide clear, specialist advice, ensure legal and policy compliance, and deliver an efficient, professional service from enquiry through to completion.

This is a busy and rewarding role that suits someone who thrives on juggling multiple cases, enjoys working with detail, and is confident explaining complex information in a clear and customer-friendly way.

Key responsibilities

• Manage and progress a portfolio of around 50–60 live cases, ensuring transactions are completed within required timescales

• Process Voluntary Right to Buy, Right to Buy and Right to Acquire applications in line with legislation and Homes England guidance

• Provide specialist advice on leases, service charges and home ownership obligations

• Liaise with solicitors, surveyors, valuers, financial advisors and local authorities to progress sales and resales efficiently

• Review and approve legal documents such as mortgage offers, leases, completion statements and notices of transfer

• Carry out affordability and income/expenditure assessments for potential purchasers

• Coordinate valuations, EPCs and other external reports to support sales activity

• Maintain accurate records on customer management systems and track income and expenditure from transactions

• Deliver excellent customer service via phone, email and written correspondence

What we’re looking for

• A strong commitment to delivering excellent customer service

• Experience or knowledge of property sales, leasehold or conveyancing processes

• Ability to manage a high-volume caseload while maintaining attention to detail

• Confident in reading, interpreting and explaining legal and lease documentation

• Strong organisational, numeracy and literacy skills

• Comfortable working with Microsoft Outlook, Word and Excel

• Proactive, flexible and able to work independently as well as part of a team

Job Description - Commercial Services Coordinator

Why join us?

You’ll be part of a supportive and knowledgeable team, making a real impact by helping customers through important home ownership decisions while contributing to income generation that supports future housing development. We offer variety, responsibility and the opportunity to build specialist expertise in a highly respected organisation.

Appointment to this role will be subject to a satisfactory references and possession of a valid Right to Work document.

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?

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