Director of Customer Services - Housing

JR United Kingdom; Lincoln; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading community-focused housing association is seeking a Director of Customer Services in Lincoln. This role involves strategic management of customer services, enhancing delivery through innovation and resident feedback. The ideal candidate will exhibit authentic leadership and a collaborative approach to managing teams in providing high-quality housing services.

Qualifications

• Experience in managing a sizable team of around 120 staff.
• Proven track record in high-quality service delivery in housing.
• Ability to leverage technology and resident feedback for improvements.

Responsibilities

• Oversee services including customer contact, complaints, and housing management.
• Lead continuous improvement initiatives.
• Strategic responsibility for income and resident involvement.

Skills

Leadership

Customer Service Management

Innovation

Education

Relevant Degree

Job description

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Director of Customer Services - Housing, Lincoln

Client:

New Street Consulting Group (NSCG)

Location:

Lincoln, 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 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 commitment to high-quality homes and services and strong resident involvement. The Director of Customer Services will lead continuous improvement initiatives, leveraging new technologies and resident feedback to enhance service delivery.

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff), who can introduce innovative 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.