Raven Housing Trust
Housing Coordinator
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Housing Coordinator
Housing Coordinator
Working hours: Full time - 37 hours per week
Schedule type: Hybrid working – 6 months office-based (during training) / post-training: 2-3 office days per week (dependent on business needs)
About 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 Housing Coordinator, you’ll join a forward-thinking customer service team, tackling critical challenges in housing today. This is your chance to play a key role in improving living conditions and shaping impactful services.
Key Responsibilities
You’ll ensure our teams have the tools, knowledge, and processes to deliver excellence. Your core role will include:
- Escalation management – Act as the primary point of contact for Tier 1 and Tier 2 advisors to resolve complex customer issues, ensuring timely and accurate solutions that maintain high satisfaction.
- Administrative excellence – Process key tasks efficiently, including:
- Mutual exchanges
- Trust dwelling improvement forms
- Subject Access Requests (SARs)
- Garage sign-ups and terminations
- Direct debit setups
- Company-wide emails, post, and social media queries
- Key document returns
- Specialist case management – Provide expert advice and resolve:
- Complex rent, tenancy, and repairs queries
- Requests for Local Authority nominations to vacant homes to minimise voids, producing timely reports to partners
- Policy compliance – Manage and review specialist housing lists (e.g., Management Move, Under-Occupied, Regeneration Housing Lists) to ensure adherence to lettings guidelines.
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Requirements & Skills
Essential
- Proven experience in customer service or contact centre roles, ideally in a regulated sector (housing, utilities, finance etc.).
- Experience handling escalated/complex customer queries with successful resolution.
- Strong understanding of:
- Tenancy processes
- Repairs workflows
- Rent account management
- Familiarity with data protection (SARs) and compliance.
- Ability to multitask administrative tasks accurately and efficiently.
- Outstanding communication skills (verbal/written) with empathy for sensitive issues.
- Problem-solving & decision-making to resolve escalations swiftly.
- Capacity to mentor, train, and coach colleagues to improve team performance.
- Proficient in CRM systems (preferably Microsoft Dynamics).
Desirable
- Proactive attitude to identifying process improvements.
- Experience in housing associations or local authority settings.
Why Join Raven?
We’re more than a housing association—we’re a community-focused team committed to positive change. Join a supportive, forward-thinking environment where your work makes a genuine difference.
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Compensation & Benefits
To ensure we provide exceptional service to our customers, we also prioritise our team’s wellbeing and growth. Our package includes:
- Competitive salaries
- Flexible hybrid working with generous leave entitlement
- Strong focus on learning & development
- Enhanced maternity/paternity/adoption pay
- Funded workplace health cash plan
- Extensive wellbeing support
- Voucher-based recognition scheme
- Retail discounts
Diversity & Inclusion
Raven is committed to a diverse and inclusive workplace. We encourage applications from:
- Minority ethnic groups
- LGBTQ+ individuals
- People with disabilities or long-term health conditions
- Neurodivergent team members
- Parents, carers, and those from lower socio-economic backgrounds
Selection Process
-
Application Review
- Your CV and documents will be assessed against essential criteria.
- Ensure your application clearly demonstrates experience alignment.
-
Telephone Interview
- Assessing skills, suitability, and your impact in the role.
-
Assessment Centre
- In-person on 15th–17th June 2026 (final stage).
-
Equal Opportunity Support
- Z Disability Confident (Committed) – Guaranteed interviews for applicants meeting essential criteria.
- Accommodations available for candidates—contact the recruitment team if needed.
Feedback on all stages will be provided, including the Assessment Centre.
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