Director of Customer Services - Housing

JR United Kingdom; Basildon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading not-for-profit housing association in South London seeks a Director of Customer Services. This pivotal role involves managing customer services and resident engagement while leading a significant team. Ideal candidates will possess strong leadership skills and a track record of delivering high-quality housing services.

Qualifications

• Experience in developing and delivering housing services.
• Ability to manage a large team of approximately 120 staff.
• Experience in enhancing service delivery through technology.

Responsibilities

• Oversee customer contact, complaints, and housing management services.
• Lead initiatives for continuous improvement and service enhancement.
• Report directly to the Chief Executive.

Skills

Leadership

Innovation

Team Management

Job description

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Director of Customer Services - Housing, Basildon

Client:

New Street Consulting Group (NSCG)

Location:

Basildon, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

Job Description:

Phoenix Community Housing, a not-for-profit housing association based in South London that employs approximately 260 staff and owns and manages around 7,800 homes, is recruiting a Director of Customer Services, reporting to the Chief Executive. The successful candidate should have experience in developing and delivering high-quality, cohesive housing, neighbourhoods, and resident management services. The role will have strategic responsibility for services including customer contact, complaints, housing management, estates, income, homeownership, financial wellbeing, and resident involvement.

Phoenix was the first resident-led housing association in London and was awarded the top C1 consumer rating following a regulatory inspection in June 2024, reflecting its commitment to high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will oversee continuous improvement initiatives, leveraging new technologies and resident feedback to enhance service delivery.

The ideal candidate is an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) and capable of introducing innovative ideas and energizing the team.

This is an exciting opportunity to join a truly resident-led and community-focused housing association with a proven track record of delivering high-quality services.