Director of Customer Services - Housing

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

Job summary

A leading not-for-profit housing association seeks a Director of Customer Services in Bolton. The role involves strategic management of housing, neighbourhood services, and enhancing resident feedback mechanisms. This leadership position requires a collaborative approach to achieve high-quality service delivery within a sizable team.

Qualifications

• Experience in developing high-quality housing and resident management services.
• A proven track record in managing large teams of approximately 120 staff.
• Ability to introduce new ideas and focus on community engagement.

Responsibilities

• Strategic oversight of customer contact, complaints, and housing management.
• Lead continuous improvement programs using technology and resident feedback.
• Collaborative engagement with residents and stakeholders to enhance services.

Skills

Leadership

Team Management

Service Delivery

Communication

Strategic Planning

Job description

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Director of Customer Services - Housing, Bolton, Greater Manchester

Client:

New Street Consulting Group (NSCG)

Location:

Bolton, Greater Manchester, 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, 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 a programme of continuous improvement, leveraging new technologies and resident feedback to enhance service delivery.

They seek an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff), who can introduce new ideas, focus, and energy.

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