Director of Customer Services - Housing

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

Job summary

Join a leading community-focused housing association as the Director of Customer Services in Bradford. This strategic role involves enhancing service quality, managing a sizable team, and driving improvements through innovative practices. Ideal for a collaborative leader passionate about housing and resident engagement.

Qualifications

• Experience in developing high-quality housing services.
• Capability to lead a large team (approximately 120 staff).
• Strong focus on customer engagement and feedback utilization.

Responsibilities

• Oversee customer contact, complaints, and housing management.
• Lead continuous improvement programs utilizing new technologies.
• Enhance resident involvement within housing services.

Skills

Leadership

Strategic Planning

Customer Service Management

Team Management

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Bradford

Client:

New Street Consulting Group (NSCG)

Location:

Bradford, 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 a high-quality and cohesive housing, neighbourhoods, and resident management service. 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 high-quality homes and services and strong resident involvement. The Director of Customer Services will lead a programme of continuous improvement, utilizing new technologies and resident feedback to enhance services.

They are seeking an authentic, approachable, and collaborative leader with experience managing a large team (approximately 120 staff). The candidate should bring new ideas, focus, and energy to the role.

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