Director of Customer Services - Housing

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

Job summary

A leading not-for-profit housing association based in South London is seeking a Director of Customer Services. This role requires strategic oversight of housing services and team management, focusing on delivering high-quality resident interactions and continuous improvement. Ideal candidates will be authentic, collaborative leaders with a strong community focus.

Qualifications

• Experience in developing and delivering high-quality housing services.
• Proven record of managing a large team (approximately 120 staff).
• Authentic and collaborative leader with a community focus.

Responsibilities

• Oversee customer contact, complaints, housing management, and resident involvement.
• Implement strategies for continuous improvement and technology utilization.
• Report directly to the Chief Executive on service delivery.

Skills

Leadership

Team Management

Customer Service

Communication

Strategic Planning

Job description

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Director of Customer Services - Housing, Woking

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Client:

New Street Consulting Group (NSCG)

Location:

Woking, 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 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 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 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 be responsible for a programme of continuous improvement, delivering strategies that utilize new technologies and are informed by resident feedback.

They are seeking an authentic, approachable, and collaborative leader with experience managing a relatively large team (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 proven track record of delivering high-quality services.