Customer Complaints Champion – Hybrid Housing Role in Redhill

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.

The Role

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

In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service. You will:

• 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.

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:

• 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

Raven are focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnics, the LGBTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

Selection process

Your application will progress through the following stages:

• Application Review: Your CV and supporting documents will be reviewed against the essential criteria outlined in the Skills & Experience section of this advert. Please ensure your CV clearly demonstrates how you meet the required criteria in order to be considered.
• Telephone Interview: If shortlisted, you will be invited to an initial telephone interview. During this stage, you will be assessed against the Skills & Experience criteria and your overall suitability for the position.
• Assessment Centre: Successful candidates will be invited to attend a face‑to‑face Assessment Centre, which will take place on one of the following dates: 15th, 16th or 17th June 2026 – To be confirmed. This is the final stage of the selection process and will determine the outcome of your application.

Feedback will be provided following the Assessment Centre stage. Please note that feedback is only available to candidates who attend the Assessment Centre. Successful candidates will then be considered for an offer.

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.