Director of Customer Services - Housing

JR United Kingdom; Preston; On-site; EUR 60,000 - 90,000; Full time

Job summary

Une association de logement basée à Londres recherche un Directeur des Services Clients pour supervision de l'ensemble des opérations de services résidentiels. Ce poste implique un management stratégique d'une équipe de plus de 120 personnes dans un environnement axé sur les résidents. Une passion pour l'innovation et l'engagement communautaire est essentielle.

Qualifications

• Expérience en développement et livraison de services de gestion de logements.
• Capacité à diriger un large effectif (environ 120 personnes).
• Compétences en innovations et en technologies de services.

Responsibilities

• Responsabilité stratégique pour les services de contact client et de gestion des plaintes.
• Mener un programme d'amélioration continue pour l'engagement des résidents.
• Travailler en étroite collaboration avec le personnel et les résidents.

Skills

Gestion d'équipe

Service client

Management des plaintes

Inclusion des résidents

Job description

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Director of Customer Services - Housing, Preston, Lancashire

Client:

New Street Consulting Group (NSCG)

Location:

Preston, Lancashire, United Kingdom

Job Category:

Other

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, 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 received 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. The Director of Customer Services will lead a programme of continuous improvement, 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), capable of introducing innovative 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.