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Work Hours: 36 Hours per Week \n Working hours: Full time - 36 hours per week \n Schedule type: Hybrid working – 6 months office based (whist training) / After expected office days 2-3 days per week, however this is dependent on business needs \n \n The Role: \n 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. \n As a Housing Coordinator, you’ll join a forward-thinking customer service 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. \n \n What you'll be doing? \n In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service. You will: \n\n • Resolve complex customer issues by acting as the escalation point for Tier 1 and Tier 2 Advisors, ensuring timely and accurate solutions to maintain high satisfaction.\n, • Deliver accurate and efficient processing of key administrative tasks, including mutual exchanges, trust dwelling improvement forms, subject access requests (SARs), garage sign-ups and terminations, direct debit setups, company-wide emails, post, social media queries, and key returns.\n, • Provide expert advice and case management for complex rent, tenancy, and repairs queries, ensuring issues are resolved at the earliest opportunity.\n, • Ensure timely requests to Local Authority partners for nominations to vacant homes to minimise void. Produce timely reports to Local Authority Partners on voids and lettings.\n, • Manage and review the specialist housing lists, (Management Move, Under Occupied and Regeneration Housing Lists) to ensure policy compliancy in relation to general lettings.\n\n \n What we’re looking for? \n We’re looking for someone with: \n\n • Proven experience in a customer service or contact centre role, ideally within a regulated sector (e.g., housing, utilities, finance).\n, • Experience managing escalated or complex customer queries to successful resolution.\n, • Strong understanding of tenancy processes, repairs workflows, and rent account management.\n, • Familiarity with data protection requirements, including handling Subject Access Requests (SARs).\n, • Ability to process and manage multiple administrative tasks accurately and efficiently.\n, • Excellent communication skills (verbal and written) with the ability to handle sensitive and complex issues empathetically.\n, • Strong problem-solving and decision-making skills to resolve escalations effectively.\n, • Ability to mentor, train, and coach colleagues to improve team capability.\n, • Proficiency in CRM systems (preferably Microsoft Dynamics).\n, • Proactive in identifying issues and suggesting solutions for continuous improvement.\n\n \n Why join Raven? \n At Raven, we’re more than just a housing association — we’re a community-focused organisation committed to creating positive change. You’ll be joining a supportive, forward-thinking team where your ideas and expertise will genuinely make a difference. \n \n What Raven will offer in return? \n 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. \n Our reward package includes: \n\n • Competitive salaries\n, • Fantastic work/life balance with flexible working and generous leave entitlement\n, • Strong focus on learning and development, with opportunities to grow your skills and career\n, • Enhanced maternity, paternity, and adoption pay\n, • Funded health cash plan\n, • Extensive wellbeing support\n, • Voucher-based recognition scheme\n, • Retail discounts\n\n 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. \n \n Selection process \n Your application will progress through the following stages: \n 1) Application Review \n Your CV and supporting documents will be reviewed by Reed Recruitment against the essential criteria outlined in the Skills & Experience section of this advert. \n Please ensure your CV clearly demonstrates how you meet the required criteria in order to be considered. \n 2) Telephone Interview \n If shortlisted, you will be invited to an initial telephone interview. During this stage, you will be assessed against the Skills & Experience criteria and your overall suitability for the position. \n 3) Face-to-face Interview \n Successful candidates will be invited to attend a face-to-face Interview, which will take place Raven House, Redhill. \n This is the final stage of the selection process and will determine the outcome of your application. \n 4) Feedback \n Feedback will be provided following the Assessment Centre stage. Please note that feedback is only available to candidates who attend the Assessment Centre. Successful candidates will then be considered for an offer. \n \n Further information: \n 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. \n 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 the recruitment team know.

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