Director of Customer Services - Housing

JR United Kingdom; Basingstoke; On-site; GBP 50,000 - 80,000; Full time

Job summary

JR United Kingdom is seeking a Director of Customer Services for Phoenix Community Housing, a leading not-for-profit housing association. This role includes overseeing high-quality services for approximately 7,800 homes and will drive initiatives focusing on resident involvement, team leadership, and strategic service management. The ideal candidate will bring collaborative leadership and innovation to enhance community-focused housing solutions.

Qualifications

• Experience in developing high-quality housing and resident management services.
• Established track record in leading and managing a team of 120 staff.
• Ability to leverage resident feedback and new technologies for service improvement.

Responsibilities

• Oversee customer contact, complaints, and housing management.
• Ensure continuous improvement strategies and high-quality service delivery.
• Lead and manage a team focusing on resident involvement and satisfaction.

Skills

Leadership

Customer Service Management

Team Management

Strategic Planning

Innovation

Job description

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Director of Customer Services - Housing, Basingstoke

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Client:

New Street Consulting Group (NSCG)

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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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, home ownership, 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 approach to delivering high-quality homes and services, and strong resident involvement in decision-making. The Director of Customer Services will also oversee continuous improvement strategies, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a team of approximately 120 staff, who can bring innovation, focus, and energy.

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