Complaints Manager

Raven Housing Trust; Redhill; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salaries

Hybrid work

Learning & development

Maternity/paternity pay

Health plan

Wellbeing support

Employee discounts

Job summary

Raven Housing Trust in Redhill, England, is seeking a Complaint Manager to lead the Customer Experience & Engagement Complaints Team and drive an efficient tenancy complaints service.

The role focuses on timely resolutions, data-informed decisions and embedding learning across the organisation, with a strong emphasis on customer-focused outcomes.

Qualifications

• Knowledge of Housing Ombudsman Complaint Handling Code and regulatory expectations.
• Proficient with CRM and case management systems to monitor quality and performance.
• Able to engage, influence and hold stakeholders to account across departments.
• Experience driving service improvement from customer feedback and data.
• Skilled in coaching colleagues to improve investigation quality and responses.

Responsibilities

• Lead timely and fair resolution of complaints, meeting statutory timescales.
• Identify efficiency and value-for-money opportunities using data and trends.
• Facilitate regular case reviews to ensure consistent decision making and learning.
• Reduce Ombudsman escalations by addressing underlying issues and patterns.

Skills

CRM proficiency

Case management

Stakeholder engagement

Coaching

Data analysis

Tools

CRM software

Case management systems

Job description

Full time – 36 hours per week

Hybrid working – 3 office days per week

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 justwhatwe do, it’showwe 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.

• WePut Customers Firstin everything we do.

• We willAlways Be Curiousabout how we can do better.

• We work together toMake It Happen.

Want to be part of our community? We’re currently recruiting for a Complaint 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 to Raven:

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.

Please review the job description & Strengths Matrix for full criteria details.

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 September 2026

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

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.

We will consider applications for flexible working; please include this information 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 us know at [e-mail] or 0300 123 3399.

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, email [e-mail]**, or phone us on 0300 123 3399.**