Head of Customer Experience & Housing Services

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

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.