Director of Customer Services - Housing

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

Job summary

A not-for-profit housing association in Shrewsbury seeks a Director of Customer Services. The role involves leading a sizable team to enhance housing management services, oversee resident involvement, and ensure high-quality service delivery. This community-focused organization offers an exciting opportunity for a collaborative, innovative leader committed to excellence.

Qualifications

• Experience in high-quality housing and resident management services.
• Background in managing sizable teams (approximately 120 staff).
• Ability to lead and collaborate effectively with diverse stakeholders.

Responsibilities

• Strategic responsibility for customer contact and complaints management.
• Oversee improvements and innovations in service delivery.
• Manage and mentor a large team, ensuring high standards of service.

Skills

Leadership

Team Management

Customer Service

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Shrewsbury

Client:

New Street Consulting Group (NSCG)

Location:

Shrewsbury, 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 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 also oversee continuous improvement initiatives, utilizing new technologies and resident feedback to enhance service delivery.

The ideal candidate will be an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) and capable of bringing 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.