Director of Customer Services - Housing

JR United Kingdom; Bath; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading not-for-profit housing association in Bath is seeking a strategic and collaborative Director of Customer Services. This role involves overseeing customer services, driving improvements, and managing a large team to enhance resident engagement and service delivery. The successful candidate will join a reputable association focused on high-quality housing solutions.

Qualifications

• Experience in developing and delivering housing services.
• Proven track record in team management (approx. 120 staff).
• Ability to leverage technology and resident feedback.

Responsibilities

• Oversight of customer contact, complaints, and housing management.
• Implementing continuous improvement strategies.
• Fostering resident involvement in decision-making.

Skills

Leadership

Team Management

Strategic Planning

Customer Service Management

Community Engagement

Job description

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Director of Customer Services - Housing, Bath

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Client:

New Street Consulting Group (NSCG)

Location:

Bath, United Kingdom

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, neighbourhood, 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 approach to delivering high-quality homes and services, and the strength of resident involvement in decision-making. The Director of Customer Services will 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 new ideas, focus, and energy.

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