Director of Customer Services - Housing

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

Job summary

A leading non-profit housing association is seeking a Director of Customer Services in Peterborough. The successful candidate will lead strategic service improvements, manage a large team, and enhance community-focused housing solutions. This role offers a unique opportunity to make impactful changes in a resident-led environment.

Qualifications

• Experience managing teams of approximately 120 staff.
• Proven track record in delivering housing services.
• Ability to utilize new technologies effectively.

Responsibilities

• Strategic responsibility for customer contact and complaints management.
• Lead service improvements based on resident feedback.
• Oversee housing management, estates, and financial wellbeing services.

Skills

Leadership

Collaboration

Customer Service

Strategic Planning

Continuous Improvement

Job description

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Director of Customer Services - Housing, Peterborough

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Client:

New Street Consulting Group (NSCG)

Location:

Peterborough, 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 and 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 delivering high-quality homes and services, and resident involvement in decision-making. The Director of Customer Services will lead a programme of continuous improvement, utilizing 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. The candidate should bring new ideas, focus, and energy to the role.

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.