Director of Customer Services - Housing

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

Job summary

A leading housing association is looking for a Director of Customer Services in Telford. You will manage a large team and drive high-quality service delivery across various functions, fostering resident engagement and continuous improvement. This is an exciting opportunity to make a significant impact in a community-focused organization.

Qualifications

• Experience in managing large teams (approximately 120 staff).
• Strong background in customer services and housing management.

Responsibilities

• Oversee customer contact and complaints management.
• Lead continuous improvement initiatives leveraging new technologies.
• Ensure high-quality service delivery in housing and resident management.

Skills

Leadership

Collaboration

Strategic Planning

Job description

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Director of Customer Services - Housing, Telford

Client:

New Street Consulting Group (NSCG)

Location:

Telford, 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 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 approach to delivering high-quality homes and services and the strength of resident involvement in decision-making. The Director of Customer Services will oversee a programme of continuous improvement, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a team of 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 track record of delivering high-quality services.