Director of Customer Services - Housing

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

Job summary

A renowned non-profit housing association seeks a motivated Director of Customer Services in York. The role involves strategic oversight of customer services, leading a large team, and fostering continuous improvement in housing and resident management. This opportunity caters to innovative, collaborative leaders eager to impact community-focused housing services.

Qualifications

• Experience in developing and delivering cohesive housing and resident management services.
• Proven record of managing a sizable team (approximately 120 staff).
• Ability to introduce new ideas and collaborate effectively with residents.

Responsibilities

• Oversee strategic customer contact, complaints, and housing management.
• Implement continuous improvement initiatives using new technologies.
• Foster strong resident involvement in decision-making processes.

Skills

Strategic planning

Team management

Customer service improvement

Job description

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Director of Customer Services - Housing, York

Client:

New Street Consulting Group (NSCG)

Location:

York

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 in decision-making. The Director of Customer Services will also oversee continuous improvement initiatives, leveraging new technologies and resident feedback.

They seek 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, community-focused housing association with a proven track record of delivering high-quality services.