Director of Customer Services - Housing

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

Job summary

A prominent housing association in Manchester seeks a Director of Customer Services to lead high-quality resident management services. This role demands a strategic leader with significant experience in housing services and team management, driving initiatives for continuous improvement and enhanced resident involvement.

Qualifications

• Experience in developing and delivering housing services.
• Proven leadership skills managing large teams (approximately 120 staff).
• Authentic and collaborative approach.

Responsibilities

• Oversee customer contact, complaints, and housing management.
• Implement continuous improvement initiatives and leverage technology.
• Enhance service delivery based on resident feedback.

Skills

Leadership

Team Management

Customer Services

Strategic Planning

Communication

Job description

Director of Customer Services - Housing, Manchester

Client: New Street Consulting Group (NSCG)

Location: Manchester, 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 high-quality homes and services and strong resident involvement. 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 team of approximately 120 staff, bringing 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 delivering high-quality services.