Director of Customer Services - Housing

JR United Kingdom; Oxford; On-site; GBP 60,000 - 85,000; Full time

Job summary

A not-for-profit housing association in the UK is seeking a Director of Customer Services to oversee housing and resident management services. The ideal candidate will possess strong leadership skills, experience in managing large teams, and a commitment to delivering quality services. This role offers an exciting opportunity to contribute to a resident-led organization with a focus on community engagement and service improvement.

Qualifications

• Experience in developing and delivering housing services.
• Proven track record in managing large teams.
• Strong collaborative leadership skills.

Responsibilities

• Lead high-quality housing and resident management services.
• Implement continuous improvement initiatives based on resident feedback.
• Manage customer contact, complaints, and housing management effectively.

Skills

Leadership

Team Management

Customer Service

Strategic Planning

Resident Engagement

Job description

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Director of Customer Services - Housing, oxford district

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Client:

New Street Consulting Group (NSCG)

Location:

oxford district, 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, 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, awarded the top C1 consumer rating following a regulatory inspection in June 2024, reflecting its commitment to high-quality homes and services and resident involvement in decision-making. The Director of Customer Services will lead continuous improvement initiatives, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a large team (approximately 120 staff), who can bring new ideas, focus, and energy.

This is an exciting opportunity to join a resident-led, community-focused housing association with a strong track record of service delivery.