Director of Customer Services - Housing

JR United Kingdom; Reading; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading housing association is seeking a Director of Customer Services in Reading. This role offers the opportunity to drive improvements in service delivery while managing a large team and engaging residents. The successful candidate will play a key role in shaping community-focused housing services, ensuring high-quality outcomes for residents.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Strong leadership skills for managing a sizable team.
• Experience utilizing technology and resident feedback for service enhancement.

Responsibilities

• Lead customer contact, complaints, and housing management services.
• Implement continuous improvement programs.
• Oversee financial wellbeing and resident involvement initiatives.

Skills

Leadership

Customer Service Management

Strategic Planning

Team Management

Continuous Improvement

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Reading

col-narrow-left

Client:

New Street Consulting Group (NSCG)

Location:

Reading, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

col-wide

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 the strength of 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 services.

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff in the directorate), who can bring 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 high-quality service delivery.