Full time – 36 hours per week
Hybrid working - expected office days 5 days per week commencing role, with increased flexibility following completion of onboarding.
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 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 Team Leader to join our Customer Service Contact Centre team.
What you’ll achieve in the role:
You’ll lead and develop a high-performing, highly engaged Customer Service Team to deliver excellent, multi-channel services to Raven customers. You’ll ensure enquiries and complaints are handled efficiently at first point of contact wherever possible, systems and processes are followed, and staff are supported through change.
Key responsibilities include:
Motivate, coach, and develop team members to deliver excellent customer service
Monitor and manage performance, providing clear feedback and support
Ensure customer enquiries are resolved promptly with high-quality responses
Step in to resolve escalated or complex complaints
Allocate and manage resources to meet service levels and priorities
Lead the team through projects and organisational change
What you’ll bring to Raven:
For this role, we are looking for someone with:
Proven experience of working in a call centre and using relevant IT systems
Experience of successful complaint handling and resolution processes
Strong leadership skills with the ability to motivate and develop a team
Understanding of GDPR and customer data protection
Ability to negotiate and handle sensitive situations with vulnerable customers
Knowledge of housing legislation, rent processes, repairs, safeguarding, and ombudsman code of practice.
Please review the job description, Raven Skills Matrix, and Raven Leadership Matrix for full criteria details.
Job Description - Customer Services Team Leader
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: 19th 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.