Complaints Team Leader

Customer Complaints Team Leader - FTC

Role

Purpose:

To lead a team to effectively manage our formal complaints process, ensuring timely, fair, and high-quality responses that reflect Raven's commitment to excellent customer experience as well as maintaining compliance with the Housing Ombudsman Complaint Handling Code and driving continuous improvement through using learning from complaints to identify and embed service enhancements across the organisation in collaboration with colleagues. Key Relationships:
Internal
• Colleagues in the Customer Experience & Engagement Team
• Customer Service Centre
• Housing Team
• Home Ownership Team
• Income Team
• Property Services Performance, Planning & Quality Teams
• Responsive Repairs Team
• Voids Team
• Community Wellbeing & Inclusion Teams
• Operational Managers, Heads of Service, Assistant Directors
• Executive Director of Customer Experience
• Governance Team External
• Complainants (customers, leaseholders, applicants)
• Housing Ombudsman Service
• MPs, councillors, and advocacy groups
• Contractors and service providers Strengths Matrix Levels:
Raven Core Strengths Proficient People Management & Leadership Team Leader Essential Role-Specific Knowledge, Skills, and

Experience:

• Strong empathy and advanced conflict resolution skills to manage sensitive and emotionally charged situations effectively.
• Analytical thinking with the ability to carry out root cause analysis and translate findings into actionable service improvements.
• Proficient in using CRM and case management systems to log, track, and report on complaint handling.
• Skilled in coaching and mentoring team members to improve investigation quality, communication skills, and complaint resolution outcomes.
• Ability to engage and influence stakeholders across departments to secure timely information, resolve cases, and embed learning.
• Proven experience in complaint handling or customer service within a regulated sector (e.g., housing, utilities, healthcare, financial services).
• Track record of managing complex or high-volume complaints to resolution in line with statutory or organisational timescales.
• Experience working with vulnerable or emotionally distressed customers, ensuring a compassionate and supportive approach.
• Demonstrated ability to coordinate across multiple teams or departments to gather evidence, resolve issues, and improve processes.
• Experience contributing to and delivering service improvement initiatives informed by customer feedback and complaint data.