Director of Customer Services - Housing

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

Job summary

A leading housing association based in South London is seeking a Director of Customer Services to oversee high-quality housing and resident management services. This role involves strategic leadership, managing a sizable team, and enhancing service delivery through innovative technologies and resident engagement.

Qualifications

• Experience in managing a large team (approximately 120 staff).
• Proven track record in customer services and housing management.
• Ability to leverage new technologies for service improvement.

Responsibilities

• Strategic responsibility for customer services including housing management and resident involvement.
• Continuous improvement programs based on resident feedback.
• Manage customer contact and complaints effectively.

Skills

Leadership

Customer Service Management

Strategic Planning

Team Management

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Sheffield, South Yorkshire

Client:

New Street Consulting Group (NSCG)

Location:

Sheffield, South Yorkshire, 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, 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 strong resident involvement in decision-making. The Director of Customer Services will be responsible for continuous improvement programs, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff), 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 delivering high-quality services.