Director of Customer Services - Housing

JR United Kingdom; Derby; On-site; GBP 50,000 - 70,000; Full time

Job summary

A not-for-profit housing association, seeking a Director of Customer Services in Derby. This role requires an experienced leader to manage customer services, enhance resident involvement, and oversee a team of over 120 staff. Ideal for someone passionate about improving housing services and community engagement.

Qualifications

• Experience in developing high-quality housing, neighbourhoods, and resident management services.
• Authentic, approachable, and collaborative leadership style.
• Experience managing a team of approximately 120 staff.

Responsibilities

• Responsible for continuous improvement in customer services, utilizing new technologies.
• Strategic responsibility for customer contact, complaints, housing management, and resident involvement.

Skills

Leadership

Customer Service Management

Team Management

Strategic Planning

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Derby

Client:

New Street Consulting Group (NSCG)

Location:

Derby, 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, 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 commitment to delivering high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will be responsible for 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 to the role.

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.