Director of Customer Services - Housing

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

Job summary

A leading community-focused housing association in Cardiff seeks a Director of Customer Services. This role involves strategic oversight of housing services and managing a large team, emphasizing high-quality resident management. The successful candidate must be an authentic and collaborative leader committed to continuous improvement through resident engagement.

Qualifications

• Experience in developing and delivering housing and resident management services.
• Proven experience managing a large team (approximately 120 staff).
• Ability to implement strategies and leverage new technologies.

Responsibilities

• Strategic responsibility for customer contact, complaints, and housing management.
• Manage a diverse portfolio including income, home ownership, and resident involvement.
• Drive continuous improvement through resident feedback and innovative strategies.

Skills

Leadership

Team Management

Customer Service

Job description

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Director of Customer Services - Housing, Cardiff

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Client:

New Street Consulting Group (NSCG)

Location:

Cardiff, 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 and cohesive housing, neighbourhoods, and resident management services. The role will have strategic responsibility for a range of 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 a programme of continuous improvement, implementing strategies that leverage new technologies and are informed by resident feedback.

They are looking for an authentic, approachable, and collaborative leader with experience managing a large team (the directorate comprises approximately 120 staff), who can 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.