Customer Complaints Handler

Working hours

Full time - 37 hours per week

Schedule type

Hybrid working - expected office days 2 days per week (after initial 6 weeks training). 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 Customer Complaints Handler, you’ll join a forward-thinking customer service & engagement 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

• Ensure a high-quality, fair complaints handling process that resolves issues promptly, improves satisfaction, and reinforces trust between Raven and its residents.
• Act on customer feedback by listening, analysing complaints, and ensuring the voice of the customer is reflected in service improvements.
• Engage directly with customers, including via social media, to ensure concerns are heard, addressed, and responded to in a timely and empathetic manner.
• Improve complaint resolution outcomes by identifying root causes of dissatisfaction, reducing repeat contacts, and feeding insights into service redesign.
• Ensure full compliance with the Housing Ombudsman Complaint Handling Code and act as first point of contact for the Housing Ombudsman Service, providing accurate and timely information to caseworkers and legal teams.

What you’ll bring

We’re looking for someone who

• Will bring excellent GDPR and data protection legislation knowledge.
• Proven experience of providing customer service in a housing association or similar regulated sector.
• An understanding of regulatory requirements and standards for complaint handling.
• Knowledge of Risk, Governance and Assurance in the Housing Sector.

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.

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