Director of Customer Services - Housing

JR United Kingdom; Stockport; On-site; GBP 50,000 - 80,000; Full time

Job summary

Phoenix Community Housing is seeking a Director of Customer Services to provide strategic leadership in delivering exceptional housing and resident management services. The successful candidate will manage a large team and drive continuous improvement through innovation and resident engagement, contributing to a community-focused mission.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Experience managing a sizeable team (approximately 120 staff).
• Ability to introduce new ideas and energy.

Responsibilities

• Lead the strategic development of customer services including contact and complaints management.
• Drive continuous improvement through new technologies and resident feedback.
• Collaborate with a focus on high-quality service and resident involvement.

Skills

Leadership

Team Management

Customer Service Improvement

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Stockport

col-narrow-left

Client:

New Street Consulting Group (NSCG)

Location:

Stockport, 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, 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 lead a programme of continuous improvement, utilizing new technologies and resident feedback to enhance service delivery.

They are seeking an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) who can introduce 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.