Director of Customer Services - Housing

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

Job summary

A prominent housing association in Liverpool is seeking a Director of Customer Services to lead a dedicated team of 120 staff. This role focuses on delivering high-quality housing services, overseeing continuous improvement initiatives, and ensuring resident satisfaction. Candidates should demonstrate strong leadership skills and a commitment to community-focused service delivery.

Qualifications

• Experience in developing and delivering cohesive housing services.
• Strong background in managing large teams, ideally in a housing context.
• A collaborative and approachable leadership style.

Responsibilities

• Strategic responsibility for customer contacts and complaints management.
• Oversee initiatives for continuous improvement and resident feedback.
• Manage a team of approximately 120 staff in housing service delivery.

Skills

Leadership

Customer Service

Complaint Management

Housing Management

Team Management

Job description

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Director of Customer Services - Housing, Liverpool

Client:

New Street Consulting Group (NSCG)

Location:

Liverpool, 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, 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 delivering high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will oversee continuous improvement initiatives, leveraging new technologies and resident feedback.

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 high-quality service delivery.