Executive Director, Customer Services – CHS Group

HI HUB; Cambridge; On-site; GBP 110,000 - 150,000; Full time

Job summary

Cambridge Housing Society (CHS Group) seeks an Executive Director of Customer Services to lead the organisation’s customer-focused strategy from the head office on Vision Park. This key role requires a track record of strategic leadership in housing management within a regulated environment and a drive to deliver excellent outcomes for residents.

Leading digital and process change, you will shape service design and safeguarding practices while aligning with the new Corporate Plan.

Qualifications

• Executive Director with a strong track record of strategic leadership in housing management and customer services.
• In-depth expertise in housing legislation, tenancy law, safeguarding, and the regulatory framework for social housing.
• Experience leading digital and process change that enhances customer experience and organisational effectiveness.

Responsibilities

• Lead customer services strategy and delivery across CHS Group to meet corporate plan targets.
• Drive improvements in customer satisfaction, service accessibility, and operational performance using data and service design.

Job description

Executive Director, Customer Services – CHS Group

Cambridge Housing Society (CHS Group), a charitable housing association and social enterprise, are recruiting for this role based at their head office on the Vision Park.

Executive Director, Customer Services with a strong track record of strategic leadership in housing management and customer services within a regulated environment, delivering excellent outcomes and building a high-performance, customer-focused culture. In-depth expertise in housing legislation, tenancy law, safeguarding, and the regulatory framework for social housing. Proven success in improving customer satisfaction, service accessibility, and operational performance through effective use of data, insight, and service design. Experience of leading high-quality complaint handling, embedding learning, and using insight to drive service improvement. Experience of leading digital and process change that enhances the customer experience and improves organisational effectiveness. The ambition, judgement, and partnership skills to evolve services, inspire colleagues, and help deliver their new Corporate Plan. Deadline for applications: 5pm Sunday, 14th June 2026