Director of Customer Services - Housing

JR United Kingdom; Luton; On-site; GBP 50,000 - 90,000; Full time

Job summary

A not-for-profit housing association in Luton seeks a Director of Customer Services to enhance service delivery and resident management. The role requires a strategic leader with experience managing a sizeable team and a commitment to high-quality service and community involvement.

Qualifications

• Proven experience in managing teams and delivering high-quality services.
• Strong strategic thinking and ability to introduce new ideas.
• Experience in resident involvement and community-focused initiatives.

Responsibilities

• Oversee customer contact, complaints, housing management, and resident involvement.
• Implement continuous improvement initiatives and leverage resident feedback.
• Lead and manage a team of approximately 120 staff.

Skills

Leadership

Customer Service Management

Strategic Planning

Team Management

Education

Experience in Housing Management

Degree in Social Sciences or Related Field

Job description

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Director of Customer Services - Housing, Luton, Bedfordshire

Client:

New Street Consulting Group (NSCG)

Location:

Luton, Bedfordshire, 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, 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 strong resident involvement in decision-making. The Director of Customer Services will oversee 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 sizeable 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.