Executive Director of Customer Service

SettleParadigm; Wooburn Green; Hybrid; GBP 180,000; Full time

Job summary

A leading housing organization in the UK is looking for an Executive Director of Customer Service to lead the strategy for resident services. This key role requires a dynamic leader with executive experience in a complex environment and a passion for social impact. You will oversee housing management and resident engagement, ensuring exceptional service delivery. The position allows for flexible working arrangements, offering a chance to make a significant difference during a period of transformation.

Qualifications

• Proven track record in leading customer service or resident operations.
• Strong understanding of RSH consumer standards and Housing Ombudsman requirements.
• Values-led approach with a passion for social impact.

Responsibilities

• Lead the resident services strategy and ensure service delivery.
• Oversee housing management and ensure continuous improvement.
• Champion resident involvement in service development.

Skills

Executive-level experience in social housing

Leading customer service operations

Understanding of regulatory frameworks

Leadership skills

Commercial acumen

Job description

Executive Director of Customer Service

Location : HP10 0DF

Salary : Circa 180k with excellent benefits

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 organisation’s resident services strategy, ensuring resident-focused, proactive and compliant delivery across all service areas, underpinned by robust 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.

The role will be contractually based from one of our office locations, with an expectation of around 50% office presence. The organisation operates a flexible approach to working, including some home working as diaries permit. Regular travel across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding areas will be required.

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.

For more information, please reach out to Tom Neely, Director at Neemar Search ([e-mail]) or Hannah Smith, Consultant at Neemar Search ([e-mail] / 07399 101755).

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.