Director of Customer Services - Housing

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

Job summary

A leading housing association in Wolverhampton is seeking a Director of Customer Services to lead the delivery of high-quality housing and resident management services. The role involves strategic oversight, team management, and continuous improvement initiatives, aiming to enhance service delivery through collaboration and innovation.

Qualifications

• Experience in managing a team of approximately 120 staff.
• Strong background in housing and resident management services.
• Ability to introduce new ideas and a collaborative approach.

Responsibilities

• Develop and deliver high-quality housing and resident management services.
• Lead strategic initiatives for customer contact, complaints, and financial wellbeing.
• Enhance service delivery through new technologies and resident feedback.

Skills

Leadership

Team Management

Customer Service

Strategic Planning

Job description

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Director of Customer Services - Housing, Wolverhampton

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Client:

New Street Consulting Group (NSCG)

Location:

Wolverhampton

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, 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 delivering high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will lead ongoing 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), who can introduce 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.