Director of Customer Services - Housing

JR United Kingdom; Bristol; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading not-for-profit housing association located in Bristol seeks a Director of Customer Services. This leadership role involves providing high-quality management of housing services and initiatives focused on resident involvement. The position calls for an experienced professional with a track record of successful service delivery in the housing sector.

Qualifications

• Experience managing a sizable team (approximately 120 staff).
• A proven track record in high-quality service delivery.
• Ability to introduce innovative ideas.

Responsibilities

• Strategic responsibility for customer contact and complaints.
• Manage housing management, estates, and resident involvement.
• Lead continuous improvement initiatives leveraging technologies.

Skills

Leadership

Collaboration

Innovation

Customer Service

Education

Experience in housing management

Job description

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Director of Customer Services - Housing, Bristol

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Client:

New Street Consulting Group (NSCG)

Location:

Bristol, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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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 the strength of resident involvement in decision-making. The Director of Customer Services will be responsible for continuous improvement initiatives, leveraging new technologies and resident feedback to enhance service delivery.

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) who can introduce innovative 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.