Director of Customer Services - Housing

JR United Kingdom; Wakefield; On-site; GBP 50,000 - 85,000; Full time

Job summary

A community-focused housing association in Wakefield seeks a Director of Customer Services to lead a sizeable team, ensuring high-quality service delivery across housing operations. This role involves strategic management of resident services and continuous innovation, fostering resident involvement and feedback to enhance service quality.

Qualifications

• Experience managing large teams (~120 staff).
• Proven track record in housing and customer services.
• Ability to implement innovative solutions for service improvement.

Responsibilities

• Strategic oversight of customer contact and complaints management.
• Drive continuous improvement initiatives utilizing technology.
• Collaborate with residents for effective service delivery.

Skills

Leadership

Team Management

Strategic Planning

Customer Focus

Innovation

Job description

Social network you want to login/join with:

Director of Customer Services - Housing, Wakefield

Client:

New Street Consulting Group (NSCG)

Location:

Wakefield, 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, neighbourhood, 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 in decision-making. The Director of Customer Services will oversee continuous improvement initiatives, leveraging new technologies and resident feedback.

The ideal candidate is an authentic, approachable, and collaborative leader with experience managing a sizeable team (~120 staff) and capable of bringing innovation, focus, and energy.

This is an exciting opportunity to join a resident-led, community-focused housing association with a proven track record of quality service delivery.