Housing Coordinator

About the role

We are seeking a Housing Coordinator to join the customer service team at Raven Housing Trust. In this hybrid position you will help ensure safe, healthy homes for residents while supporting internal teams with essential processes and escalations.

Key responsibilities

• Act as the escalation point for Tier 1 and Tier 2 advisors, resolving complex customer issues promptly.
• Process administrative tasks such as mutual exchanges, improvement forms, subject access requests, garage sign‑ups and terminations, direct debit setups, and key returns.
• Provide expert case management for rent, tenancy and repairs queries, aiming for early resolution.
• Submit timely nominations to Local Authority partners for vacant homes to minimise void periods.
• Produce regular reports on voids and lettings for Local Authority partners.
• Maintain specialist housing lists (Management Move, Under‑Occupied, Regeneration) ensuring policy compliance.

Required profile

• Proven experience in a customer service or contact‑centre environment, preferably within a regulated sector such as housing, utilities or finance.
• Demonstrated ability to manage escalated or complex queries to successful resolution.
• Strong understanding of tenancy processes, repairs workflows and rent account management.
• Familiarity with data‑protection requirements, including handling Subject Access Requests.
• Excellent written and verbal communication skills with a sensitive, empathetic approach.

Required skills