Housing Coordinator

Working hours

Full time - 37 hours per week

Schedule type

Hybrid working – 6 months office based (whist training) / After expected office days 2-3 days per week, however this is dependent on business needs.

Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.

As a Housing Coordinator (Senior Customer Services Advisor), you’ll join a forward-thinking customer service team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.

This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.

What you'll be doing

• Resolve complex customer issues by acting as the escalation point for Tier 1 and Tier 2 Advisors, ensuring timely and accurate solutions to maintain high satisfaction.
• Deliver accurate and efficient processing of key administrative tasks, including mutual exchanges, trust dwelling improvement forms, subject access requests (SARs), garage sign-ups and terminations, direct debit setups, company-wide emails, post, social media queries, and key returns.
• Provide expert advice and case management for complex rent, tenancy, and repairs queries, ensuring issues are resolved at the earliest opportunity.
• Ensure timely requests to Local Authority partners for nominations to vacant homes to minimise void. Produce timely reports to Local Authority Partners on voids and lettings.
• Manage and review the specialist housing lists, (Management Move, Under Occupied and Regeneration Housing Lists) to ensure policy compliancy in relation to general lettings.

What we’re looking for

We’re looking for someone with

• Proven experience in a customer service or contact centre role, ideally within a regulated sector (e.g., housing, utilities, finance).
• Experience managing escalated or complex customer queries to successful resolution.
• Strong understanding of tenancy processes, repairs workflows, and rent account management.
• Familiarity with data protection requirements, including handling Subject Access Requests (SARs).
• Ability to process and manage multiple administrative tasks accurately and efficiently.
• Excellent communication skills (verbal and written) with the ability to handle sensitive and complex issues empathetically.
• Strong problem-solving and decision-making skills to resolve escalations effectively.
• Ability to mentor, train, and coach colleagues to improve team capability.
• Proficiency in CRM systems (preferably Microsoft Dynamics).
• Proactive in identifying issues and suggesting solutions for continuous improvement.

Why join Raven?

At Raven, we’re more than just a housing association — we’re a community‑focused organisation committed to creating positive change. You’ll be joining a supportive, forward‑thinking team where your ideas and expertise will genuinely make a difference.

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.

Further information

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.

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 the recruitment team know.

When you apply for the role, the full job advert will open.