Director of Customer Services - Housing

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

Job summary

A renowned not-for-profit housing association, Phoenix Community Housing, is seeking a Director of Customer Services based in Bedford. This role involves strategic leadership in delivering high-quality housing and resident management services. The ideal candidate will demonstrate collaborative leadership and a commitment to continuous improvement and community involvement.

Qualifications

• Experience managing a sizable team (approximately 120 staff).
• Proven ability to deliver high-quality housing services.

Responsibilities

• Oversee customer contact, complaints, and housing management.
• Lead continuous improvement initiatives leveraging technology and resident feedback.

Skills

Leadership

Customer Service Management

Team Management

Strategic Planning

Job description

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Director of Customer Services - Housing, Bedford

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Client:

New Street Consulting Group (NSCG)

Location:

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

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