Director of Customer Services - Housing

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

Job summary

A not-for-profit housing association in the UK is seeking a Director of Customer Services to enhance resident management services. This strategic leadership role requires innovative ideas and experience in managing large teams, focusing on continuous service improvement and resident engagement.

Qualifications

• Experience managing a team of approximately 120 staff.
• Proven track record in housing and neighbourhood services delivery.
• Strong interpersonal skills and the ability to lead collaboratively.

Responsibilities

• Lead continuous improvement initiatives leveraging technology and resident feedback.
• Oversee customer contact, complaints, and housing management services.
• Drive financial wellbeing and resident involvement strategies.

Skills

Leadership

Customer Service Management

Strategic Planning

Innovative Thinking

Job description

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Director of Customer Services - Housing, Doncaster

Client:

New Street Consulting Group (NSCG)

Location:

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

The ideal candidate is an authentic, approachable, and collaborative leader with experience managing a team of approximately 120 staff. They should bring innovative 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.