Executive Director of Customer Service

Paradigm Housing Group; High Wycombe; Hybrid; GBP 153,000 - 180,000; Full time

Job summary

A leading housing organization is seeking an Executive Director of Customer Service to shape resident services in a dynamic environment. Responsibilities include leading resident strategy, ensuring compliance, and driving continuous improvement across teams. The ideal candidate will have executive-level experience in social housing, a strong understanding of regulatory frameworks, and excellent leadership skills. This is a pivotal role offering competitive salary and a dynamic work culture.

Qualifications

• Proven track record of leading customer service or resident operations.
• Passion for delivering social impact and inclusion.
• Ability to drive decisions and innovation using data.

Responsibilities

• Lead on the resident strategy ensuring services are compliant.
• Oversee housing management and external agencies.
• Ensure continuous improvement within teams.

Skills

Executive-level experience in a large, complex environment

Strong understanding of regulatory frameworks

Excellent leadership skills

Strong commercial acumen

Ability to inspire and empower teams

Job description

Executive Director of Customer Service

Location: Hybrid working with c50% office presence, location flexible across our two main office bases, with regular travel across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding areas

Salary: Circa 180k with excellent benefits

Please note: We have appointed Neemar Search as our exclusive recruitment partner for this appointment. All aspects of the recruitment process, including enquiries and applications, are being managed directly by their team. We will not be accepting applications through our website or via any other channels.

To apply for this role or request further information, please contact:

• Tom Neely, Director at Neemar Search – [e-mail]
• Hannah Smith, Consultant at Neemar Search – [e-mail]

SettleParadigm is a new organisation formed through the merger of Settle Group and Paradigm Housing Group. Our priority is to deliver more high-quality affordable homes, excellent services and neighbourhoods we can be proud of.

We currently manage 27,000 homes, largely across Buckinghamshire, Bedfordshire and Hertfordshire and, by joining together, we can realise the benefits of being larger, while staying local with a connection to the places we serve. In January 2026 we will complete on the purchase of a further 3,500 homes in Buckinghamshire, making us the largest registered provider in our operating area.

This is a rare and exciting opportunity to shape the future of customer service in one of the UK’s most ambitious housing groups. As Executive Director of Customer Service, you will be the strategic lead for all resident-facing services, ensuring an outstanding and consistent experience for our customers across all tenures and touchpoints.

About the role

As part of the Executive Team and reporting directly to the CEO, you will:

• Lead on the resident strategy, ensuring services are proactive, compliant, and driven by data and insight.
• Oversee housing management across all tenures, including services delivered by external agencies.
• Lead the operational delivery of our call centre, complaints handling, and resident engagement functions.
• Ensure a culture of continuous improvement, performance excellence, and professional development within your teams.
• Champion resident involvement and ensure it drives meaningful service development and change.
• Contribute to wider corporate strategy, risk management, and post-merger integration across the Group.

About you

We are seeking an exceptional executive housing leader with:

• Executive-level experience in a large, complex, multi-site social housing or related environment.
• Proven track record of leading customer service or resident operations, ideally including post-merger integration.
• Strong understanding of regulatory frameworks including the RSH consumer standards and the Housing Ombudsman’s requirements.
• A values-led approach with a passion for delivering social impact, inclusion, and high performance.
• Excellent leadership skills, with the ability to inspire and empower multi-disciplinary teams and deliver change at scale.
• Strong commercial acumen, with the ability to use insight and data to drive decisions and innovation.

You will be collaborative, resilient, and focused on outcomes with a personal commitment to service excellence, resident involvement, and team development.

Why join SettleParadigm?

This is a pivotal role in a dynamic and forward-thinking organisation. You will play a critical part in shaping resident services during a period of transformation and opportunity, with the full support of a committed Executive and Board.

We offer a supportive and ambitious environment where your leadership can make a real difference to people, place and purpose.

Our Commitment to Inclusion

At SettleParadigm, we know that our people are at the heart of everything we do. We believe that what makes working here different is our commitment to be a place where people enjoy their work, where everyone can belong, and where professionalism and passion shine through in everything we do.

As an employer of over 1,000 people, we are committed to creating an inclusive workplace and community where everyone is respected, valued, and welcomed. We promote fairness and ensure no discrimination based on age, disability, gender, race, religion, or other protected characteristics.

We positively promote diversity and welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you.

By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.