Full time – 36 hours per week
Hybrid working - expected office days 2-3 days 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 Complaints Handler to join our Customer Experience & Engagement team.
What you’ll achieve in the role:
The purpose of this role is to 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:
For this role, we are looking for someone with the following:
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
Please review the job description and Raven Strengths Matrix for full criteria details.
Job Description - Customer Complaints Handler - 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: Basic check required.
Vacancy Close Date: 31st December 2025
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 recruitment@ravenht.org.uk 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, emailrecruitment@ravenht.org.uk, or phone us on 0300 123 3399.