Director of Customer Services - Housing

JR United Kingdom; Leeds; On-site; GBP 50,000 - 75,000; Full time

Job summary

A not-for-profit housing association in South London is seeking a Director of Customer Services to oversee their housing services and enhance resident management. This leadership role requires a collaborative leader experienced in managing substantial teams and dedicated to community-focused service delivery.

Qualifications

• Experience in managing large teams (approximately 120 staff).
• Proven track record in service delivery and resident involvement.
• Skills in using new technologies for enhancing services.

Responsibilities

• Lead the development and delivery of housing and resident management services.
• Manage customer contact, complaints, and financial wellbeing programs.
• Implement continuous improvement initiatives based on resident feedback.

Skills

Leadership

Customer Service Management

Community Engagement

Job description

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Director of Customer Services - Housing, Leeds, West Yorkshire

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Client:

New Street Consulting Group (NSCG)

Location:

Leeds, West Yorkshire, 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, neighborhoods, 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 a program 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 sizable 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 delivering high-quality services.