Location
Redhill
Customer Experience & Support
Permanent
£27750
006022
about 2 hours ago
Full time – 36 hours per week
Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.
Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven.
* We Put Customers First in everything we do.
* We will Always Be Curious about how we can do better.
* We work together to Make It Happen.
Want to be part of our community? We’re currently recruiting for a Customer Service Advisor to join our Customer Service Centre Team.
What you’ll achieve in the role
The overall purpose of this role is to deliver an excellent service for Raven customers across all channels (telephone, email, online, social media), handling a wide range of enquiries including repairs, rents, and tenancy issues and resolving these at first contact wherever possible. Advisors may work across tier 1 and 2 of the contact centre and will be supported to build knowledge in line with customer and service needs.
Key responsibilities include:
* Provide a high-quality response to customer enquiries across all contact Channels, using appropriate IT systems.
* Diagnose and schedule repairs accurately, ensuring resources are allocated effectively.
* Support customers with rent account queries, payments, and tenancy related issues.
* Maintain accurate records on Raven’s systems (Microsoft Dynamics and associated tools).
What you’ll bring to Raven
For this role, we are looking for someone with the following:
* Proven experience in a frontline customer service role, working across multiple channels (telephone, email, social media).
* Strong communication and interpersonal skills, with the ability to listen, problem-solve, and convey information clearly in writing and verbally.
* Understanding of housing services, including rent, tenancy, and repair processes, with excellent attention to detail when diagnosing or recording issues.
* An understanding of the Social Housing Sector, rent processes, repairs knowledge including diagnosis and scheduling systems, safeguarding and housing ombudsman code of practice.
Please review the job description and Raven Strengths Matrix for full criteria details.
Job Description - Customer Service Advisor
Raven Strengths Matrix
You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.
DBS clearance will be required for this role.
Vacancy Close Date: 10th May 2026
What Raven will offer in return
To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.
Our reward package includes:
* Competitive salaries
* Fantastic work/life balance with flexible working and generous leave entitlement
* Strong focus on learning and development, with opportunities to grow your skills and career
* Enhanced maternity, paternity, and adoption pay
* Funded health cash plan
* Extensive wellbeing support
* Voucher-based recognition scheme
* Retail discounts
Raven are focused on creating a diverse and inclusive workplace. We encourage applications form all candidates, including minority ethnics, the LBGTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
We will consider applications for part-time working and job sharing; please include this information in your application.
All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let us know at ***email_hidden*** or 0300 123 3399.
As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application, email ***email_hidden***, or phone us on 0300 123 3399.