Director of Customer Services - Housing

JR United Kingdom; Milton Keynes; On-site; GBP 50,000 - 75,000; Full time

Job summary

Join a leading housing association as the Director of Customer Services in Milton Keynes. This strategic role involves overseeing customer service delivery and managing a large team to ensure high-quality resident involvement and satisfaction. Be part of an authentic, community-focused organization committed to service excellence.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Proven track record in leading large teams and strategic service oversight.
• Ability to introduce innovative ideas and improvements.

Responsibilities

• Oversee customer contact, complaints, and housing management.
• Implement continuous improvement strategies leveraging new technologies.
• Lead and manage a team of approximately 120 staff.

Skills

Leadership

Customer service management

Strategic planning

Team management

Cohesive service delivery

Job description

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Director of Customer Services - Housing, Milton Keynes

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Client:

New Street Consulting Group (NSCG)

Location:

Milton Keynes

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

They are seeking 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 delivering high-quality services.