Director of Customer Services - Housing

New Street Consulting Group (NSCG); London; On-site; GBP 60,000 - 85,000; Full time

Job summary

New Street Consulting Group (NSCG) is seeking a Director of Customer Services for Phoenix Community Housing in London. This role involves leading a substantial team to enhance service delivery in a community-focused housing association. Ideal candidates will possess strong leadership and customer management skills with a commitment to continuous improvement and innovation in service delivery.

Qualifications

• Experience in managing a large team with strategic responsibility.
• Strong record in delivering high-quality customer services.
• Authentic, approachable leadership style.

Responsibilities

• Develop and deliver cohesive customer services and management.
• Lead a team of c.120 staff towards continuous improvement.
• Implement strategies informed by resident feedback and new technologies.

Skills

Leadership

Collaboration

Customer Service Management

Strategic Planning

Team Management

Job description

New Street Consulting Group (NSCG) provided pay range

This range is provided by New Street Consulting Group (NSCG). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Phoenix Community Housing, a not-for-profit housing association based in South London that employs c.260 staff and owns and manages c.7800 homes, is recruiting a Director of Customer Services, reporting to the Chief Executive. The successful candidate should have experience of developing and delivering a high quality and cohesive housing, neighbourhoods, and resident management service. The role will have strategic responsibility for a range of 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 it was awarded the top C1 consumer rating following regulatory inspection in June 2024, reflecting its approach to delivering high quality homes and services and the strength of resident involvement in decision-making. However, Phoenix does not believe in “resting on their laurels” and the Director of Customer Services will have responsibility for a programme of continuous improvement, delivering strategies that make best use of new technologies and are informed by resident feedback.

They are looking for an authentic, approachable, and collaborative leader with experience of managing a relatively large team (the directorate comprises of c.120 staff), and who can bring new ideas, focus and energy.

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

For further information, please email Keith Butler at [e-mail]

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Housing and Community Development, Housing Programs, and Non-profit Organizations

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