Raven Housing Trust
Customer Complaints Team Leader - 12m FTC
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Customer Complaints Team Leader - 12m FTC
The Role
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.
About the Role
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
- Contribute to an organisation that is committed to providing safe, secure homes and outstanding services to our communities
Responsibilities
In this role, you’ll play a key leadership position within our Customer Experience function, helping to shape customer outcomes and drive service excellence across the organisation. You will:
- 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
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Requirements
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
- Are passionate about delivering great customer experiences
- 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
Benefits
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
- Caring about making things better
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
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Why Work at Raven?
To create a great experience for our customers, we need to create a great experience for one another. Join a community of people who share the same values and are passionate about making a difference.
Selection Process
Your application will progress through the following stages:
Application Review
Your CV and supporting documents will be reviewed by Reed Recruitment against the essential criteria outlined. Please ensure your CV clearly demonstrates how you meet the required criteria in order to be considered.
Telephone Interview
If shortlisted, you will be invited to an initial telephone interview. During this stage, you will be assessed against the Skills & Experience criteria and your overall suitability for the position.
Face-to-Face Interview
Successful candidates will be invited to attend a face-to-face interview, which is the final stage of the selection process and will determine the outcome of your application.
Feedback
Feedback will be provided following the Interview stage. Please note that feedback is only available to candidates who attend the Interview.
Further Information
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.
All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let the recruitment team know.
How to Apply
Apply now, or contact Krista-Rae Jones for a confidential conversation:
📩 Email: KristaRae.Jones@reed.com
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