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- Tasks: Manage customer complaints and ensure high-quality responses.
- Company: Join Raven, a leader in carbon reduction and community impact.
- Benefits: Flexible working, generous leave, and strong focus on personal development.
- Why this job: Make a real difference in customer experience while growing your career.
- Qualifications: Experience in customer service and knowledge of GDPR required.
- Other info: Diverse and inclusive workplace with guaranteed interviews for disabled applicants.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Hybrid working â expected office days 2-3 a week.
We are looking for a Customer Complaints Handler to join our Customer Experience & Engagement Team. You will manage formal complaints, ensuring timely, fair and high-quality responses that reflect our commitment to excellent customer experience.
Raven is here to make a difference, working as a team to build homes and change lives. We are also ambitious: a sectorâleader in carbon reduction, with commercial ventures and a focus on the future. But it is not just what we do, it is 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.
What you will achieve in this role:
As a Customer Complaints Handler, you will 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 will act as a single point of contact for complex cases, champion continuous improvement, and help shape a residentâcentred 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 will bring to Raven:
- 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.
- A basic DBS clearance will be required for this role.
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 ethnic, the LGBTQ+ community, people with disabilities and longâterm health conditions, neurodivergent people, parents, carers, and people from lower socioâeconomic backgrounds.
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.
Customer Complaints Handler in Redhill employer: Raven Housing Trust
Contact Detail:
Raven Housing Trust Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Complaints Handler in Redhill
â¨Tip Number 1
Get to know the company culture before your interview. Check out Raven's values and think about how you can demonstrate that you put customers first and are always curious. This will help you connect with the team during your chat!
â¨Tip Number 2
Practice your problem-solving skills! Think of examples from your past experiences where you've handled complaints or tricky situations. Being able to share these stories will show that you're ready to tackle the challenges of a Customer Complaints Handler.
â¨Tip Number 3
Donât forget to ask questions during your interview! This shows your interest in the role and helps you understand how you can contribute to making it happen at Raven. Plus, itâs a great way to find out if the company is the right fit for you.
â¨Tip Number 4
Apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Complaints Handler in Redhill
Some tips for your application đŤĄ
Show Your Customer Focus: Make sure to highlight your experience in customer service, especially in handling complaints. We want to see how you put customers first and ensure their needs are met.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured response that gets straight to the point.
Demonstrate Your Curiosity: Share examples of how you've sought to improve processes or services in your previous roles. We love candidates who are always curious about how to do things better!
Apply Through Our Website: Donât forget to submit your application through our website! Itâs the best way for us to receive your details and ensures youâre considered for the role.
How to prepare for a job interview at Raven Housing Trust
â¨Know Your Stuff
Before the interview, make sure you understand Raven's commitment to customer experience and their approach to handling complaints. Familiarise yourself with the Housing Ombudsman Complaint Handling Code and be ready to discuss how you would apply it in real scenarios.
â¨Showcase Your Skills
Highlight your strong communication and problem-solving skills during the interview. Prepare examples from your past experiences where you've successfully managed complaints or improved processes, as this will demonstrate your ability to fit into Raven's culture of continuous improvement.
â¨Be Customer-Centric
Raven puts customers first, so be prepared to discuss how you would ensure a resident-centred approach in your role. Think about how you can advocate for customers while also adhering to compliance and regulatory standards.
â¨Ask Thoughtful Questions
At the end of the interview, donât hesitate to ask questions that show your curiosity about Ravenâs operations and values. Inquire about their strategies for service improvements or how they support their team in managing complex complaints, which will reflect your genuine interest in the role.