Customer Complaints Handler

What you’ll achieve in the role:

The purpose of this role is to 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’ll act as a single point of contact for complex cases, champion continuous improvement, and help shape a resident-centred 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’ll bring to Raven:

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

• 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

Please review the job description and Raven Strengths Matrix for full criteria details.

Job Description - Customer Complaints Handler - Raven Strengths Matrix