Director of Customer Services - Housing

JR United Kingdom; Northampton; On-site; GBP 50,000 - 80,000; Full time

Job summary

Une association de logement à but non lucratif basée à Londres recherche un Directeur des Services Client à Northampton. Le candidat retenu sera responsable de la gestion des services aux résidents, de l'amélioration continue et de l'introduction d'idées innovantes pour améliorer la qualité de vie des résidents. C'est une occasion unique de rejoindre une organisation axée sur la communauté avec une histoire de services excellents.

Qualifications

• Expérience en développement et livraison de services de gestion de logement de haute qualité.
• Capacité à introduire des idées innovantes et à gérer une équipe importante.
• Leader authentique, approchable et collaboratif.

Responsibilities

• Responsabilité stratégique pour les services de contact client, gestion des plaintes et gestion des logements.
• Responsable des initiatives d'amélioration continue et de l'exploitation des nouvelles technologies.
• Responsabilité de conduire des services de qualité et de fort engagement des résidents.

Skills

Leadership

Gestion d'équipe

Amélioration continue

Education

Expérience en gestion des services client

Job description

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Director of Customer Services - Housing, Northampton

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Client:

New Street Consulting Group (NSCG)

Location:

Northampton, 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 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 be responsible for continuous improvement initiatives, leveraging new technologies and resident feedback to enhance service delivery.

The ideal candidate is an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) and capable of introducing innovative ideas, focus, and energy.

This is a unique opportunity to join a truly resident-led, community-focused housing association with a proven track record of delivering excellent services.