Customer Complaints Team Leader - 12m FTC in Redhill

Are you passionate about delivering exceptional customer experiences and creating positive change from customer feedback? Do you thrive in a leadership role where you can inspire a team, influence service improvements, and make a tangible difference for customers every day? At Raven Housing Trust, we're committed to putting our customers at the heart of everything we do. We're looking for a Customer Complaints Team Leader to join our Customer Experience & Engagement team on a 12-month fixed-term contract. This is an exciting opportunity to lead a dedicated team during a pivotal period as we continue to strengthen our customer experience and enhance the way we learn from customer feedback.

This role offers the chance to work at the centre of our customer journey, helping to shape how we respond to customer concerns, build trust, and continuously improve our services. You'll work with colleagues across the organisation, developing strong partnerships and ensuring that customer insight drives meaningful change. This is more than a management role—it's an opportunity to champion customer voice, foster a culture of continuous improvement, and contribute to an organisation that is committed to providing safe, secure homes and outstanding services to our communities.

What you'll be doing?

• Lead and support a dedicated team focused on delivering positive customer experiences
• Work collaboratively with departments across Raven to help improve services and customer outcomes
• Use customer insight and feedback to identify opportunities for continuous improvement
• Promote a culture of learning, accountability, and customer‑focused decision making
• Build strong relationships with internal and external stakeholders
• Contribute to the development of customer experience initiatives that enhance trust and satisfaction

What you'll bring?

We're looking for a passionate people leader who is customer‑focused, solutions‑oriented, and motivated by making a difference. You'll thrive in this role if you:

• Enjoy leading and developing high‑performing teams
• Have excellent communication and relationship‑building skills
• Can confidently work with a wide range of stakeholders across an organisation
• Enjoy identifying opportunities to improve services and processes
• Bring a calm, professional, and empathetic approach to customer‑focused environments
• Are comfortable working in a fast‑paced setting where no two days are the same
• Want to contribute to a culture of continuous improvement and organisational learning

This role is particularly well suited to individuals with backgrounds in customer experience, complaints management, customer service leadership, service improvement, housing, utilities, healthcare, financial services, or other customer‑focused regulated sectors.

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 LBGTQ+ community, people with disabilities and long‑term health conditions, neurodivergent people, parents, carers, and people from lower socio‑economic 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.