Director of Customer Services - Housing

JR United Kingdom; Coventry; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading housing association in Coventry is seeking a Director of Customer Services to enhance resident management services and lead a team of approximately 120 staff. The successful candidate will have strategic oversight of various customer-focused services and will promote continuous improvement through technology and feedback. This role offers the opportunity to work within a community-centric organization dedicated to high-quality housing and resident involvement.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Collaborative leader with the ability to manage a large team effectively.
• Experience in leveraging technologies for service improvement.

Responsibilities

• Lead customer contact and complaints management.
• Strategic responsibility for resident involvement and financial wellbeing.
• Implement continuous improvement programs leveraging resident feedback.

Skills

Leadership

Customer service management

Team management

Strategic planning

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Coventry

Client:

New Street Consulting Group (NSCG)

Location:

Coventry, 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 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, homeownership, 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 commitment to high-quality homes and services, and strong resident involvement in decision-making. The Director of Customer Services will lead a programme of continuous improvement, leveraging new technologies and resident feedback to enhance service delivery.

They seek an authentic, approachable, and collaborative leader with experience managing a team of around 120 staff, capable of 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 delivering high-quality services.