Complaints Manager - Housing, Customer Experience

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 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.