Director of Customer Services - Housing

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

Job summary

Join a leading resident-led housing association as the Director of Customer Services, responsible for strategic oversight of housing and resident management services. This role is perfect for a collaborative leader eager to innovate and enhance community-focused initiatives within a dynamic organization.

Qualifications

• Experience in developing and delivering cohesive housing services.
• Proven track record of managing large teams (approximately 120 staff).
• Ability to leverage technology and resident feedback for continuous improvement.

Responsibilities

• Oversee customer contact, complaints, housing management, and resident involvement.
• Lead strategic initiatives for service delivery improvements.
• Foster resident engagement and decision-making processes.

Skills

Leadership

Strategic Management

Customer Service

Collaboration

Innovation

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Bournemouth

Client:

New Street Consulting Group (NSCG)

Location:

Bournemouth, United Kingdom

Job Category:

Other

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

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff). The ideal candidate will bring 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 delivering high-quality services.