Complaints Manager

Raven Housing Trust; Redhill; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Flexible working

Generous leave entitlement

Learning and development opportunities

Enhanced maternity/paternity pay

Health cash plan

Recognition scheme

Job summary

Raven Housing Trust is recruiting a Complaints Manager to lead the delivery of a high‑quality, customer‑focused tenancy complaints service within the Customer Experience & Engagement Complaints Team.

You will manage complex, escalated cases, ensuring timely resolutions in line with regulatory requirements, while driving improvements across the service and coaching colleagues to improve investigation quality and outcomes.

Qualifications

• Knowledge of the Housing Ombudsman Complaint Handling Code and regulatory expectations within social housing.
• Proficient in using CRM and case management systems to monitor complaint quality and performance.
• Ability to engage with stakeholders across departments to secure timely evidence and resolve cases.
• Experience developing service improvement activity informed by customer feedback and performance data.
• Coaching and advising colleagues to improve investigation quality and complaint outcomes.

Responsibilities

• Ensure timely and fair resolution of formal complaints within statutory timescales.
• Identify efficiency and value-for-money opportunities using complaint data and trends.
• Facilitate regular case reviews to ensure consistent decision-making and shared learning.
• Reduce repeat complaints and Ombudsman escalations by addressing underlying issues.

Skills

Stakeholder engagement

Coaching

Data analysis

Attention to detail

Regulatory knowledge

Tools

CRM systems

Job description

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. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.

Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven.

• We Put Customers First in everything we do.
• We will Always Be Curious about how we can do better.
• We work together to Make It Happen.

Want to be part of our community? We’re currently recruiting for a Complaints Manager to join our Customer Experience & Engagement Complaints Team.

What you’ll achieve in the role:

The overall purpose of this role is to lead the delivery of an efficient, high performance, customer-focused Tenancy Enforcement service that robustly but empathetically manages complex and escalated cases triaged from the Housing team.

Key responsibilities include:

• Ensure timely and fair resolution of formal complaints, meeting statutory and regulatory timescales to uphold customer rights and organisational compliance.
• Identify and drive efficiency and value for money by using complaint data, case trends and process reviews to reduce avoidable demand, streamline complaint handling activity and support proportionate use of compensation and resources.
• Facilitate regular case reviews to ensure consistent decision-making, highlight learning, and share best practice across the team and organisation.
• Reduce repeat complaints and Ombudsman escalations by identifying patterns, addressing underlying service issues, and implementing preventative measures.

What you’ll bring:

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

• Detailed knowledge of the Housing Ombudsman Complaint Handling Code, complaint remedies, maladministration learning and regulatory expectations within social housing.
• Proficient in using CRM and case management systems to monitor complaint quality, track performance, identify risks and produce accurate management information.
• Ability to engage, influence and hold stakeholders to account across departments to secure timely evidence, resolve cases and embed learning from complaints.
• Experience developing and implementing service improvement activity informed by customer feedback, complaint themes, Ombudsman learning and performance data.
• Skilled in coaching, advising and challenging colleagues to improve investigation quality, written responses, customer communication and complaint resolution outcomes.

Job Description - Complaints Manager

Raven Leadership Matrix

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.

DBS clearance will be required for this role.

Vacancy Close Date: 9th October 2026

What we offer

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:

• 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
• Voucher-based recognition scheme

Raven are focused on creating a diverse and inclusive workplace. We encourage applications form 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.

All data collected is anonymous and has zero bearing on your application.