Housing Coordinator

About the Role

The overall purpose of this role is to provide advanced customer service and administrative support across general-needs housing services within Tier 3 of our service centre, delivering a range of specialist processes, ensuring complex or sensitive queries are managed and resolved effectively, and using specialist knowledge and experience to act as an escalation point for Tier 1 and Tier 2.

• Resolve complex customer issues by acting as the escalation point for Tier 1 and Tier 2 Advisors, ensuring timely and accurate solutions to maintain high satisfaction.
• Provide expert advice and case management for complex rent, tenancy, and repairs queries, ensuring issues are resolved at the earliest opportunity.
• Drive First Call resolution by providing enhanced support and knowledge and where appropriate manage sensitive or high risk cases working closely with internal and external contractors and internal specialists.
• Deliver accurate and efficient processing of key administrative tasks, including mutual exchanges, trust dwelling improvement forms, subject access requests (SARs), garage sign-ups and terminations, direct debit setups, company-wide emails, post, social media queries, and key returns.

What You'll Bring

• Proven experience in a customer service or contact centre role, ideally within a regulated sector (e.g., housing, utilities, finance).
• Experience managing escalated or complex customer queries to successful resolution.
• Strong understanding of tenancy processes, repairs workflows, and rent account management.
• Familiarity with data protection requirements, including handling Subject Access Requests (SARs).
• High attention to detail and accuracy in data entry and record keeping.
• Proficiency in CRM systems (preferably Microsoft Dynamics).

About Raven

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. Our culture statements: Put Customers First, Always Be Curious, Make It Happen.

Rewards & Benefits

• Competitive salaries
• Fantastic work/life balance with flexible working and generous leave entitlement
• Strong focus on learning and development
• Enhanced maternity, paternity, and adoption pay
• Funded health cash plan
• Voucher-based recognition scheme
• Retail discounts

Additional Information

DBS clearance required. Vacancy close date: 10th May 2026. We consider part-time and job sharing applications. For accommodations, contact [contact hidden] or [contact hidden]. As a Disability Confident employer, we offer a guaranteed interview scheme for disabled applicants meeting essential criteria.

How to Apply

Click the 'Apply Now' button on the job posting page. Ensure you mention if you wish to be considered under the Disability Confident scheme.