Director of Customer Services - Housing

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

Job summary

A community-focused housing association in Norwich is seeking a Director of Customer Services. The candidate will be responsible for overseeing various services and ensuring high-quality resident experiences while leading a sizable team. This role offers the opportunity to drive strategic improvements within a resident-led organization.

Qualifications

• Authentic and approachable leader with a collaborative style.
• Experience managing a team of approximately 120 staff.
• Ability to bring new ideas and focus to services.

Responsibilities

• Strategic responsibility for customer contact and complaints.
• Lead a program for continuous improvement in service delivery.
• Leverage technologies and resident feedback to enhance services.

Skills

Leadership

Team Management

Customer Service

Strategic Planning

Education

Experience in housing or local government

Job description

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Director of Customer Services - Housing, Norwich

Client:

New Street Consulting Group (NSCG)

Location:

Norwich

Job Category:

Other

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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 and cohesive housing, neighborhoods, 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 approach to delivering high-quality homes and services and the strength of resident involvement in decision-making. The Director of Customer Services will lead a program of continuous improvement, leveraging new technologies and resident feedback to enhance services.

The ideal candidate is 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.