Customer Experience Director

Stonewater; England; Remote; GBP 80,000 - 95,000; Full time

Job summary

A leading housing provider is seeking a Customer Experience Director to lead housing management teams. The role requires expertise in customer service and housing management, focusing on delivering high-quality services. The ideal candidate will drive performance and ensure customer satisfaction within a challenging environment. This position offers a unique opportunity to make an impact in the community and requires a passionate leader committed to excellence.

Qualifications

• Proven track record in customer service and housing management.
• Strong leadership skills with a focus on team accountability.
• Ability to manage change and drive performance.

Responsibilities

• Lead housing management teams to ensure high customer satisfaction.
• Develop and implement effective housing management services.
• Drive customer trust and efficiency in service delivery.

Skills

Leadership

Customer focus

Change management

Collaboration

Resilience

Job description

Customer Experience Director

Location: Remote

Salary: £94,671.46 per annum

Closing Date: 19 December 2025

We are on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and you are decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service, it could be you!

We are looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of local housing management services including anti-social behaviour, tenancy and neighbourhood related services.

We know everyone is on a journey these days, but we are truly on one, evolving our operating model so that despite our size and geography, we are connected to our customers and communities and service delivery is responsive, easy, local and personal.

You’ll be a subject matter expert in housing management and will be responsible for making sure we are winning for our customers by listening, and ensuring teams are equipped and empowered to deliver excellent services which meet current and emerging customer needs.

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

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

We’ll be honest, this role will be hard work! We always want to do better so there’s a lot to do and within a really challenging operating environment. Undoubtedly there will be times where you’ll be frustrated and you’ll probably try things which don’t work but you’ll be joining a strong, collaborative team, where we’ve got each other, and you’ll be encouraged to try new things, and amongst the hard work you’ll laugh and have fun; you’ll never be bored, and no two days will be the same.

The teams you’ll lead are nationally dispersed. Where you live isn’t necessarily important it’s your expertise, customer focus, values and leadership that matters.

If this role sounds like a bit of you, you think we’re going to be a great fit, and you’re ready to grab the opportunity and make it your own, come and!

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

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

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 90,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater 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, we calculated that we made an impact of over £28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and is dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Stonewater reserves the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

To Apply

If you feel you are a suitable candidate and would like to work for Stonewater, please click apply to be redirected to their website to complete your application.