Director of Customer Services - Housing

JR United Kingdom; Warrington; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading non-profit housing association in Warrington is seeking a Director of Customer Services. This key role involves strategic oversight of various housing and resident management services, emphasizing innovation and continuous improvement. The successful candidate will lead a dedicated team, driving high-quality service delivery in a community-focused environment.

Qualifications

• Experience managing a sizable team (approx. 120 staff).
• Proven background in customer service and housing management.
• Expertise in leveraging technology for service enhancement.

Responsibilities

• Lead and improve customer services and resident management.
• Drive continuous improvement initiatives based on resident feedback.
• Collaborate with teams to enhance service delivery.

Skills

Leadership

Strategic Planning

Team Management

Customer Service

Innovation

Job description

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Director of Customer Services - Housing, Warrington, Cheshire

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Client:

New Street Consulting Group (NSCG)

Location:

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 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 commitment to high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will be responsible for continuous improvement initiatives, leveraging 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). The candidate should bring innovative ideas, focus, and energy to the role.

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.