Raven Housing Trust
Customer Service Advisor
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Working hours: Full time - 36 hours per week
Schedule type: Hybrid working - 6 months office based (whist training) / After expected office days 2-3 days per week, however this is dependent on business needs
The Role
Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.
As a Customer Service Advisor, you’ll join a forward-thinking customer service team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.
This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.
What you'll be doing?
In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service. You will:
- Provide a high-quality response to customer enquiries across all contact channels, using appropriate IT systems.
- Resolve queries at first contact wherever possible, escalating only when appropriate.
- Diagnose and schedule repairs accurately, ensuring resources are allocated effectively.
- Support customers with rent account queries, payments, and tenancy related issues.
- Maintain accurate records on Raven’s systems (Microsoft Dynamics and associated tools).
- Keep up to date with Raven services, policies, and processes through regular training and contribute to service improvements by sharing feedback and suggesting changes.
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What we’re looking for?
We’re looking for someone with:
- Proven experience in a frontline customer service role, working across multiple channels (telephone, email, social media).
- Strong communication and interpersonal skills, with the ability to listen, problem-solve, and convey information clearly in writing and verbally.
- Ability to work across multiple IT systems accurately.
- Understanding of housing services, including rent, tenancy, and repair processes, with excellent attention to detail when diagnosing or recording issues.
- Ability to negotiate and handle sensitive situations with vulnerable customers.
- An understanding of the Social Housing Sector, rent processes, repairs knowledge including diagnosis and scheduling systems, safeguarding and housing ombudsman code of practice.
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:
- 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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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.
Selection process
Your application will progress through the following stages:
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Application Review
- Your CV and supporting documents will be reviewed by Reed Recruitment against the essential criteria outlined in the Skills & Experience section of this advert.
- Please ensure your CV clearly demonstrates how you meet the required criteria in order to be considered.
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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.
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Face-to-face Interview
- This is the final stage of the selection process and will determine the outcome of your application.
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Feedback
- Feedback will be provided following the face-to-face stage.
- Please note that feedback is only available to candidates who attend the Assessment Centre. Successful candidates will then be considered for an offer.
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.
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