Director of Customer Services - Housing

JR United Kingdom; Birmingham; On-site; GBP 55,000 - 80,000; Full time

Job summary

As the Director of Customer Services for a resident-led housing association, you will play a pivotal role in enhancing housing services and resident engagement. With strategic oversight of a large team, you will drive innovations and improvements, championing high-quality outcomes for the community.

Qualifications

• Experience in managing a sizable team (approximately 120 staff).
• Proven track record in delivering high-quality housing services.
• Authentic and collaborative leadership style.

Responsibilities

• Oversee customer contact, complaints, housing management, and continuous improvement initiatives.
• Leverage new technologies and resident feedback to enhance service quality.
• Ensure strategic responsibility for resident involvement and financial wellbeing.

Skills

Leadership

Team Management

Strategic Planning

Customer Service Excellence

Education

Relevant Degree or Equivalent Experience

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Birmingham

Client:

New Street Consulting Group (NSCG)

Location:

Birmingham, 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, 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 received 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. The Director of Customer Services will 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 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 delivering high-quality services.