Customer Experience Director

AD WARRIOR; England; Remote; GBP 84,000 - 105,000; Full time

Job summary

A leading housing provider is seeking a Customer Experience Director to lead their housing management teams. The ideal candidate will be a passionate leader with a proven track record in customer service and housing management. This role offers flexibility as it can be performed remotely. You will drive customer satisfaction and develop a high-performing team culture. Apply now if you believe you have what it takes to make a difference.

Qualifications

• Proven track record of delivery in customer service.
• Expertise in housing management and local services.
• Ability to lead a nationally dispersed team.

Responsibilities

• Lead customer-facing housing management teams.
• Drive customer satisfaction, trust, and efficiency.
• Develop a high-performing and productive culture.

Skills

Customer focus

Leadership

Change management

Performance management

Collaboration

Job description

Customer Experience Director

Location: Remote

Salary: £94,671.46 per annum

Closing Date: 19 December 2025

Overview: They are on the hunt for a Customer Experience Director to lead their customer‑facing housing management teams. If a candidate has a proven track record of delivery and is decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service— it could be them.

They are seeking an open‑minded, credible, talented leader to join their Housing Senior Leadership Team with responsibility for the delivery of local housing management services including anti‑social behaviour, tenancy and neighbourhood‑related services.

They recognise that everyone is on a journey these days, but they truly are on one—evolving their operating model so that despite their size and geography, they remain connected to their customers and communities, ensuring service delivery is responsive, easy, local and personal.

The successful candidate will be a subject matter expert in housing management and will be responsible for making sure they are winning for their customers by actively listening and ensuring teams are equipped and empowered to deliver excellent services that meet current and emerging customer needs.

Through strong change and performance management, process review, systems and policy development, this individual will continue to drive customer satisfaction, trust and efficiency, ensuring homes and communities are safe and thriving places for customers to live.

Through their leadership, they will develop a high‑performing, productive culture with high levels of accountability, ownership and autonomy, where colleagues feel truly engaged, encouraged and supported to be their best, with the Customer Promise at the forefront.

They are open about the fact that this role will be hard work. They always want to do better, so there is a lot to do, within a really challenging operating environment. Undoubtedly, there will be times of frustration and attempts at initiatives that do not work, but the successful candidate will be joining a strong, collaborative team where everyone supports each other. They will be encouraged to try new things, and despite the hard work, they will laugh and have fun; they will never be bored, and no two days will be the same.

The teams this person will lead are nationally dispersed. Where the candidate lives is not necessarily important—it is their expertise, customer focus, values and leadership that matter most.

If this role sounds like a great fit and the candidate is ready to take the opportunity and make it their own, they are invited to come and…

Please note: Final stage interviews to be held on 17th December at their Reading office.

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover the organisation:

The organisation is a leading housing provider. They manage around 40,000 homes, serving 90,000 customers across their portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, supported by an ambitious house‑building programme.

Their mission is to provide quality homes and services for people whose needs are not met by the open market. The organisation was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Association's Charitable Trust (HACT) Value Insight model, they calculated that they made an impact of over £28 m during 2022/23. They know that life can be hugely challenging for many of their customers, and they are proud that more than 400 customers have been supported into work, education, training and independent living.

They are looking for like‑minded people to join their team of over 800 talented colleagues who embody their values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.

The organisation supports equality of opportunity and is dedicated to being a diverse, inclusive and supportive workplace. They are a Disability Confident employer.

The organisation reserves the right to bring the closing date forward should enough quality applications be received before the stated closing date.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable organisation, please click apply.