Director of Customer Services - Housing

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

Job summary

A not-for-profit housing association in Exeter seeks a Director of Customer Services to enhance their resident management services. The role is strategic, focusing on customer experience and management of a large team, offering a unique opportunity to lead within a community-focused environment.

Qualifications

• Experience in driving high-quality customer services in housing.
• Proven team leadership with a focus on innovation.
• Authentic and collaborative approach.

Responsibilities

• Oversee strategic direction for customer contact and complaints management.
• Lead a team of around 120 staff to deliver high-quality services.
• Implement continuous improvement programs leveraging technology and feedback.

Skills

Leadership

Team Management

Customer Service

Innovation

Job description

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Director of Customer Services - Housing, Exeter

Client:

New Street Consulting Group (NSCG)

Location:

Exeter, 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, neighbourhood, 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 oversee a program of continuous improvement, leveraging new technologies and resident feedback to enhance services.

They seek an authentic, approachable, and collaborative leader with experience managing a team of around 120 staff, capable of bringing innovation, focus, and energy.

This is an exciting opportunity to join a truly resident-led, community-focused housing association with a proven track record of delivering high-quality services.