Director of Customer Services - Housing

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

Job summary

A prominent housing association in London is seeking a Director of Customer Services to oversee high-quality service delivery. The ideal candidate will have significant leadership experience and a commitment to community involvement, enhancing housing management, and driving continuous service improvements.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Proven leadership in managing sizable teams (approximately 120 staff).
• Ability to utilize technology and resident feedback for service improvement.

Responsibilities

• Direct responsibility for customer contact, complaints, and housing management.
• Implement continuous improvement strategies for service delivery.
• Lead the team and drive engagement in decision-making processes.

Skills

Leadership

Team Management

Customer Service Excellence

Strategic Planning

Community Engagement

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, London

Client:

New Street Consulting Group (NSCG)

Location:

London, United Kingdom

Job Category:

Other

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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 services including customer contact, complaints, housing management, estates, income, homeownership, 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 the strength of resident involvement in decision-making. The Director of Customer Services will be responsible for continuous improvement strategies, utilizing 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.