Director of Customer Services - Housing

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

Job summary

A not-for-profit housing association in Maidstone is seeking a Director of Customer Services to oversee high-quality housing and resident management services. The successful candidate will lead a large team, implementing strategies for continuous improvement and enhancing resident feedback processes. This role is ideal for a collaborative leader with a passion for community-focused services.

Qualifications

• Experience in delivering high-quality housing and resident management services.
• Proven leadership in managing large teams, ideally around 120 staff.
• Expertise in improving customer contact and complaints processes.

Responsibilities

• Oversee housing management and resident involvement services.
• Lead continuous improvement initiatives using resident feedback.
• Manage a team of approximately 120 staff.

Skills

Leadership

Communication

Customer Service Management

Strategic Planning

Job description

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Director of Customer Services - Housing, Maidstone

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Client:

New Street Consulting Group (NSCG)

Location:

Maidstone, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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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 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 in decision-making. The Director of Customer Services will oversee continuous improvement initiatives, leveraging new technologies and resident feedback.

They are seeking an authentic, approachable, and collaborative leader with experience managing a team of around 120 staff, who can bring fresh ideas, focus, and energy.

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