Director of Customer Services - Housing

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

Job summary

A leading not-for-profit housing association is seeking a Director of Customer Services based in Ipswich. The ideal candidate will possess robust leadership skills, with a focus on service excellence in housing management, and a commitment to resident involvement. An exciting opportunity awaits for those looking to make a difference in community-focused service delivery.

Qualifications

• Experience in high-quality service delivery in a housing context.
• Proven track record of managing a large team (approximately 120 staff).
• Ability to introduce innovative ideas and improvements.

Responsibilities

• Oversee strategic direction of customer services and resident management.
• Implement continuous improvement strategies utilizing technology and feedback.
• Lead a large team and foster a collaborative working environment.

Skills

Leadership

Team Management

Customer Service

Strategic Planning

Community Engagement

Education

Relevant degree or equivalent experience

Job description

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Director of Customer Services - Housing, Ipswich

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Client:

New Street Consulting Group (NSCG)

Location:

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 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. The Director of Customer Services will oversee a program of continuous improvement, utilizing new technologies and resident feedback to enhance service delivery.

They are looking for an authentic, approachable, and collaborative leader with experience managing a large team (approximately 120 staff), who can introduce 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 high-quality service delivery.