Customer Complaints Handler

Allscreens Nationwide Ltd; Redhill; On-site; GBP 27,000 - 37,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Raven Housing Trust is seeking a Customer Complaints Handler to join a forward-thinking customer service team dedicated to improving homes and lives. You will resolve issues promptly, listen to residents, and translate feedback into meaningful service improvements.

You will ensure compliance with the Housing Ombudsman Complaint Handling Code and serve as the first point of contact for caseworkers and legal teams, helping shape customer-focused services across our communities.

Responsibilities

• Ensure a high-quality, fair complaints handling process that resolves issues promptly, improves satisfaction, and reinforces trust between Raven and its residents.
• Act on customer feedback by listening, analysing complaints, and ensuring the voice of the customer is reflected in service improvements.
• Engage directly with customers, including via social media, to ensure concerns are heard, addressed, and responded to in a timely and empathetic manner.
• Improve complaint resolution outcomes by identifying root causes of dissatisfaction, reducing repeat contacts, and feeding insights into service redesign.
• Ensure full compliance with the Housing Ombudsman Complaint Handling Code and act as first point of contact for the Housing Ombudsman Service, providing accurate and timely information to caseworkers and legal teams.

Job description

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 Complaints Handler, you’ll join a forward-thinking customer service & engagement 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

• Ensure a high-quality, fair complaints handling process that resolves issues promptly, improves satisfaction, and reinforces trust between Raven and its residents.
• Act on customer feedback by listening, analysing complaints, and ensuring the voice of the customer is reflected in service improvements.
• Engage directly with customers, including via social media, to ensure concerns are heard, addressed, and responded to in a timely and empathetic manner.
• Improve complaint resolution outcomes by identifying root causes of dissatisfaction, reducing repeat contacts, and feeding insights into service redesign.
• Ensure full compliance with the Housing Ombudsman Complaint Handling Code and act as first point of contact for the Housing Ombudsman Service, providing accurate and timely information to caseworkers and legal teams.

Proud member of the Disability Confident employer scheme

Customer Complaints Handler

Company: Reed Talent Solutions Salary: £31,750 Hours: Full-time Location: Redhill, RH1 1SS Working pattern: Hybrid - 2 days remote Job type: Permanent Posting date: 14 Aug 2026 Closing date: 13 Sept 2026

Summary

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 Complaints Handler, you’ll join a forward-thinking customer service & engagement 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

• Ensure a high-quality, fair complaints handling process that resolves issues promptly, improves satisfaction, and reinforces trust between Raven and its residents.
• Act on customer feedback by listening, analysing complaints, and ensuring the voice of the customer is reflected in service improvements.
• Engage directly with customers, including via social media, to ensure concerns are heard, addressed, and responded to in a timely and empathetic manner.
• Improve complaint resolution outcomes by identifying root causes of dissatisfaction, reducing repeat contacts, and feeding insights into service redesign.
• Ensure full compliance with the Housing Ombudsman Complaint Handling Code and act as first point of contact for the Housing Ombudsman Service, providing accurate and timely information to caseworkers and legal teams.

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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