Director of Customer Services - Housing

JR United Kingdom; Worcester; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading not-for-profit housing association is seeking a Director of Customer Services in Worcester. This strategic role involves managing customer services and resident involvement while leading a team of approximately 120 staff. The ideal candidate will be a collaborative leader dedicated to service excellence and continuous improvement.

Qualifications

• Experience managing a sizable team of around 120 staff.
• Proven track record in delivering high-quality customer services.
• Ability to bring innovation and continuous improvement.

Responsibilities

• Strategic responsibility for customer contact, complaints, and housing management.
• Lead continuous improvement initiatives based on resident feedback.
• Collaborate with other departments to enhance service delivery.

Skills

Leadership

Team Management

Customer Service Excellence

Innovation

Job description

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Director of Customer Services - Housing, Worcester

Client:

New Street Consulting Group (NSCG)

Location:

Worcester, 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, employs approximately 260 staff and owns and manages around 7,800 homes. They are recruiting a Director of Customer Services, reporting to the Chief Executive. The successful candidate should have experience 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, homeownership, 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 quality and resident involvement. The Director will lead continuous improvement initiatives, leveraging new technologies and resident feedback.

They seek an authentic, approachable, and collaborative leader with experience managing a sizable team (around 120 staff) who can bring innovation, focus, and energy.

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