Full time – 36 hours 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 Housing Coordinator to join our Customer Experience Team
What you’ll achieve in the role:
The overall purpose of this role is to provide advanced customer service and administrative support across our general-needs housing services within Tier 3 of our service centre, delivering a range of specialist processes, ensuring complex or sensitive queries are managed and resolved effectively, and using specialist knowledge and experience to act as an escalation point for Tier 1 and Tier 2.
Key responsibilities include:
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.
Provide expert advice and case management for complex rent, tenancy, and repairs queries, ensuring issues are resolved at the earliest opportunity.
Drive First Call resolution by providing enhanced support and knowledge and where appropriate manage sensitive or high risk cases working closely with internal and external contractors and internal specialists
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.
What you’ll bring to Raven:
For this role, we are looking for someone with the following:
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).
High attention to detail and accuracy in data entry and record keeping.
Proficiency in CRM systems (preferably Microsoft Dynamics)
Please review the job description and Raven Strengths Matrix for full criteria details.
Job Description - Housing Coordinator
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: 10th May 2026
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
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, email recruitment@ravenht.org.uk****, or phone us on 0300 123 3399. ****