Director of Customer Services - Housing

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

Job summary

A not-for-profit housing association in Chesterfield is seeking a Director of Customer Services. The role involves leadership in delivering high-quality housing services and managing a team of approximately 120 staff. This is an excellent opportunity for an authentic leader committed to community-focused service delivery in a resident-led organization.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Experience managing a sizable team (approximately 120 staff).
• Authentic and approachable leadership style.

Responsibilities

• Strategic responsibility for customer contact and complaints management.
• Implementing strategies for continuous improvement and resident feedback.
• Oversee housing management and financial wellbeing services.

Skills

Leadership

Collaboration

Customer Service Management

Job description

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Director of Customer Services - Housing, Chesterfield

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Client:

New Street Consulting Group (NSCG)

Location:

Chesterfield, 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 various 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 program of continuous improvement, implementing strategies that leverage new technologies and incorporate resident feedback.

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (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.