Hybrid working – expected office days 2-3 a week
We are looking for a Customer Complaints Handler to join our Customer Experience & Engagement Team. You will manage formal complaints, ensuring timely, fair and high-quality responses that reflect our commitment to excellent customer experience.
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.
What you’ll achieve in this role:
As a Customer Complaints Handler, you will manage formal complaints effectively, ensuring timely, fair, and high-quality responses that reflect Raven’s commitment to excellent customer experience and compliance with the Housing Ombudsman Complaint Handling Code. You’ll act as a single point of contact for complex cases, champion continuous improvement, and help shape a resident‑centred approach across Raven’s services.
Key responsibilities include:
* Managing complex complaints and ensuring compliance with statutory timescales
* Acting as first point of contact for the Housing Ombudsman Service
* Using CRM systems effectively and promoting accurate case recording
* Driving service improvements by analysing trends and feeding insights into process changes
* Supporting legal case responses and upholding data protection standards
What you’ll bring to Raven:
* Knowledge of GDPR and data protection legislation
* Experience providing customer service in a housing association or similar regulated sector
* Understanding of regulatory requirements and standards for complaint handling
* Strong communication and problem-solving skills
A basic DBS clearance will be required for this role.
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:
* 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
* Voucher-based recognition scheme
Raven are focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnic, the LGBTQ+ community, people with disabilities and long‑term health conditions, neurodivergent people, parents, carers, and people from lower socio‑economic backgrounds.
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.
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