Director of Customer Services - Housing

JR United Kingdom; Stoke-on-Trent; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading non-profit housing association in South London is seeking a Director of Customer Services to manage a large team and deliver high-quality housing services. This role involves strategic oversight of various services, continuous improvement initiatives, and leadership within a community-focused organization. The ideal candidate will be an authentic and collaborative leader with a focus on innovation and resident involvement.

Qualifications

• Experience managing a relatively large team of c.120 staff.
• Ability to develop and deliver high-quality housing services.
• Strong focus on continuous improvement and new technologies.

Responsibilities

• Strategic oversight of customer contact, complaints, and housing management.
• Implementation of continuous improvement programs informed by resident feedback.
• Leadership in delivering high-quality services in a resident-focused organization.

Skills

Leadership

Collaboration

Strategic planning

Job description

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Director of Customer Services - Housing, stoke-on-trent

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Client:

New Street Consulting Group (NSCG)

Location:

stoke-on-trent, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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Job Description:

Phoenix Community Housing, a not-for-profit housing association based in South London that employs c.260 staff and owns and manages c.7800 homes, is recruiting a Director of Customer Services, reporting to the Chief Executive. The successful candidate should have experience of developing and delivering a high quality and cohesive housing, neighbourhoods, and resident management service. The role will have strategic responsibility for a range of 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 it was awarded the top C1 consumer rating following regulatory inspection in June 2024, reflecting its approach to delivering high quality homes and services and the strength of resident involvement in decision-making. However, Phoenix does not believe in “resting on their laurels” and the Director of Customer Services will have responsibility for a programme of continuous improvement, delivering strategies that make best use of new technologies and are informed by resident feedback.

They are looking for an authentic, approachable, and collaborative leader with experience of managing a relatively large team (the directorate comprises of c.120 staff), and 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 track record of delivering high quality services.