Homeownership Team Leader in Westcott

We are looking for a Homeownership Team Leader to lead the day-to-day delivery of homeownership services across leasehold, shared ownership and commercial stock. 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.

What you’ll achieve in this role:

You will supervise advisors to ensure services are delivered accurately, compliantly and to agreed standards. The role provides operational oversight of income and arrears activity, acts as the first point of escalation for complex cases and complaints, and supports consistent performance, escalating high-risk or policy matters to the Homeownership Manager.

Key responsibilities include:

• Act as the first escalation point for complex or high-risk cases, disputes, and Stage 1 complaints, resolving issues early and escalating sensitive matters appropriately.
• Oversee the preparation and issue of service charge estimates and reconciliations and rent uplifts, ensuring charges are accurate, transparent, clearly communicated, and issued on time.
• Monitor rent and service charge arrears activity, ensuring early intervention, proportionate recovery action, and customer-focused outcomes are consistently applied.
• Maintain strong compliance with lease, statutory, regulatory, and policy requirements, ensuring records are accurate, complete, and audit-ready.

What you’ll bring to Raven:

For this role, we are looking for someone with the following:

• Strong working knowledge of leasehold and shared ownership services, including staircasing, lease extensions, and Right to Acquire / Right to Buy (RTA/RTB) processes.
• Working knowledge of Section 20 consultation requirements and effective leaseholder engagement.
• Experience of supervising staff or acting as a senior technical lead within a housing, homeownership, or property management service.
• Knowledge of the Housing Ombudsman Complaint Handling Code and its application within homeownership services.

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:

• 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 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. We will consider applications for part-time working and job sharing; please include this information in your application.

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.