Director of Customer Services - Housing

JR United Kingdom; Kingston upon Hull; On-site; GBP 50,000 - 80,000; Full time

Job summary

A prominent housing association in Kingston upon Hull is seeking a Director of Customer Services. This role involves strategic oversight of customer management services and leading a large team to enhance service delivery, ideally suited for a collaborative and energetic leader.

Qualifications

• Experience in developing and delivering high-quality customer services.
• Demonstrated ability to manage large teams effectively.

Responsibilities

• Strategic responsibility for customer contact and complaints management.
• Lead a team of approximately 120 staff and drive continuous improvement initiatives.

Skills

Leadership

Customer Service Management

Team Management

Strategic Planning

Job description

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Director of Customer Services - Housing, Kingston upon Hull, East Yorkshire

Client: New Street Consulting Group (NSCG)

Location:

Kingston upon Hull, East Yorkshire, 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 a range of 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 approach to delivering high-quality homes and services and the strength of resident involvement in decision-making. The Director of Customer Services will have responsibility for a programme of continuous improvement, implementing strategies that utilize new technologies and are informed by resident feedback.

They are looking for an authentic, approachable, and collaborative leader with experience managing a large team (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.