Director of Customer Services - Housing

JR United Kingdom; Brighton; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading housing association in Brighton is seeking a Director of Customer Services to oversee high-quality management and resident services. This role includes strategic leadership of customer contact and service improvement, targeting authentic collaborations and high impact. Join a community-focused team dedicated to resident involvement and service excellence.

Qualifications

• Experience managing a team of approximately 120 staff.
• Proven track record in delivering high-quality services.
• Experience in developing and delivering cohesive management services.

Responsibilities

• Strategic responsibility for customer contact and complaints.
• Lead continuous improvement initiatives utilizing technology.
• Enhance services based on resident feedback.

Skills

Leadership

Collaboration

Customer Service Management

Job description

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Director of Customer Services - Housing, Brighton

Client:

New Street Consulting Group (NSCG)

Location:

Brighton, 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 and cohesive housing, neighbourhoods, 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 approach to delivering high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will lead a programme of continuous improvement, utilizing new technologies and resident feedback to enhance services.

The ideal candidate is an authentic, approachable, and collaborative leader with experience managing a team of approximately 120 staff, bringing 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.