Director of Customer Services - Housing

JR United Kingdom; Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A not-for-profit housing association based in London is seeking a Director of Customer Services to manage and enhance their resident services. This leadership role requires significant experience in housing management and a collaborative approach, aiming to innovate and improve service delivery consistently.

Qualifications

• Proven track record in customer service and housing management.
• Experience managing large teams, preferably 120 staff.
• Must be an approachable and collaborative leader.

Responsibilities

• Lead strategic responsibility for customer contact and complaint management.
• Drive continuous improvement initiatives leveraging technology.
• Enhance service delivery based on resident feedback.

Skills

Leadership

Customer Service Management

Team Management

Strategic Planning

Service Improvement

Education

Experience in Housing Management

Job description

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Director of Customer Services - Housing, Watford, Hertfordshire

Client:

New Street Consulting Group (NSCG)

Location:

Watford, Hertfordshire, 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, 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. The Director of Customer Services will lead continuous improvement initiatives, leveraging new technologies and resident feedback to enhance service delivery.

They seek an authentic, approachable, and collaborative leader with experience managing a team of approximately 120 staff, who can bring innovation, focus, and energy to the role.

This is an exciting opportunity to join a truly resident-led, community-focused housing association with a proven track record of delivering high-quality services.