Director of Customer Services - Housing

JR United Kingdom; Plymouth; On-site; GBP 50,000 - 70,000; Full time

Job summary

A not-for-profit housing association in Plymouth is seeking a Director of Customer Services to oversee housing management and resident services. The ideal candidate will bring leadership and strategic planning skills to enhance service quality and resident involvement, ensuring a community-focused approach.

Qualifications

• Experience in high-quality customer services within housing.
• Strong leadership skills managing sizable teams.
• Ability to implement improvement strategies leveraging technology.

Responsibilities

• Lead continuous improvement initiatives for customer services.
• Oversee housing and resident management services.
• Implement strategies based on resident feedback.

Skills

Leadership

Team Management

Strategic Planning

Customer Service

Job description

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Director of Customer Services - Housing, Plymouth

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Client:

New Street Consulting Group (NSCG)

Location:

Plymouth, 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 resident involvement in decision-making. The Director of Customer Services will lead a programme of continuous improvement, implementing strategies that leverage new technologies and resident feedback.

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

This is an exciting opportunity to join a truly resident-led, community-focused housing association with a proven track record of delivering high-quality services.