Director of Customer Services - Housing

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

Job summary

A respected housing association in South London is seeking a Director of Customer Services. This pivotal role involves overseeing strategic responsibilities for managing high-quality housing and customer service work. As an integral part of the leadership team, you will foster resident engagement and drive continuous improvement in service delivery, ensuring the needs of the community are met.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Proven track record in leadership roles within the housing sector.
• Ability to manage a team of approximately 120 staff.

Responsibilities

• Lead the strategic direction for customer contact, complaints, and housing management.
• Drive continuous improvement through resident feedback and new technologies.
• Ensure high-quality service delivery in a resident-led organization.

Skills

Leadership

Customer Service Management

Team Management

Job description

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Director of Customer Services - Housing, south west london

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Client:

New Street Consulting Group (NSCG)

Location:

south west london, 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 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 received the top C1 consumer rating following a regulatory inspection in June 2024, reflecting its approach 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, utilizing new technologies and resident feedback to enhance service delivery.

They seek an authentic, approachable, and collaborative leader with experience managing a team of 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.