Director of Customer Services - Housing

JR United Kingdom; Leicester; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading not-for-profit housing association in South London is seeking a Director of Customer Services to oversee their housing services, enhance resident involvement, and drive continuous improvement. The ideal candidate is a collaborative leader with substantial experience in housing management and customer service delivery.

Qualifications

• Proven experience in developing and delivering housing services.
• Experience managing a team of about 120 staff.
• Ability to leverage new technologies and resident feedback.

Responsibilities

• Strategic responsibility for customer contact, complaints, and housing management.
• Lead continuous improvement initiatives.
• Manage and direct a team committed to high-quality customer service.

Skills

Leadership

Collaboration

Customer Service

Job description

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Director of Customer Services - Housing, Leicester

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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, 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 be responsible for continuous improvement initiatives, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a team of about 120 staff, bringing new ideas, focus, and energy.

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