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- Tasks: Lead and enhance customer services in housing, focusing on resident management and community engagement.
- Company: Join Phoenix Community Housing, a pioneering resident-led housing association in South London.
- Benefits: Enjoy a collaborative work culture with opportunities for continuous improvement and innovation.
- Why this job: Be part of a mission-driven team dedicated to high-quality housing and resident involvement.
- Qualifications: Experience in managing large teams and delivering cohesive housing services is essential.
- Other info: This role offers strategic responsibility and the chance to implement new technologies.
The predicted salary is between 43200 - 72000 £ per year.
Phoenix Community Housing, a not-for-profit housing association based in South London that employs c.260 staff and owns and manages c.7800 homes, is recruiting a Director of Customer Services, reporting to the Chief Executive.
The successful candidate should have experience of developing and delivering a high quality and cohesive housing, neighbourhoods, and resident management service. The role will have strategic responsibility for a range of 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 it was awarded the top C1 consumer rating following regulatory inspection in June 2024, reflecting its approach to delivering high quality homes and services and the strength of resident involvement in decision-making. However, Phoenix does not believe in “resting on their laurels” and the Director of Customer Services will have responsibility for a programme of continuous improvement, delivering strategies that make best use of new technologies and are informed by resident feedback.
They are looking for an authentic, approachable, and collaborative leader with experience of managing a relatively large team (the directorate comprises of c.120 staff), and who can bring new ideas, focus and energy.
This is an exciting opportunity to join a truly resident-led and community-focused housing association with a track record of delivering high quality services.
For further information, please email Keith Butler at kbutler@nscg.com
Contact Detail:
New Street Consulting Group (NSCG) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Services - Housing
✨Tip Number 1
Familiarise yourself with Phoenix Community Housing's mission and values. Understanding their commitment to resident involvement and community focus will help you align your leadership style and ideas with their goals during discussions.
✨Tip Number 2
Prepare to discuss your experience in managing large teams and implementing continuous improvement strategies. Be ready to share specific examples of how you've successfully led teams and enhanced service delivery in previous roles.
✨Tip Number 3
Research the latest technologies in housing management and customer service. Being knowledgeable about innovative solutions can demonstrate your proactive approach to improving services and engaging residents effectively.
✨Tip Number 4
Network with professionals in the housing sector, especially those with experience in resident-led organisations. Building connections can provide valuable insights and potentially lead to recommendations that strengthen your application.
We think you need these skills to ace Director of Customer Services - Housing
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Director of Customer Services position. Understand the key responsibilities and required skills, especially around customer service, housing management, and team leadership.
Tailor Your CV: Customise your CV to highlight relevant experience in housing services, team management, and strategic development. Use specific examples that demonstrate your ability to lead a large team and implement continuous improvement strategies.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for community-focused work and your alignment with Phoenix Community Housing's values. Mention your experience with resident involvement and how you plan to leverage technology for service improvement.
Proofread and Edit: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Ensure that your application is clear, concise, and professional, as this reflects your attention to detail and commitment to quality.
How to prepare for a job interview at New Street Consulting Group (NSCG)
✨Showcase Your Leadership Style
As a candidate for the Director of Customer Services, it's crucial to demonstrate your leadership style. Be prepared to discuss how you have successfully managed large teams in the past, focusing on collaboration and authenticity. Share specific examples that highlight your ability to inspire and motivate others.
✨Emphasise Continuous Improvement
Phoenix Community Housing values continuous improvement, so be ready to talk about your experience with implementing strategies that enhance service delivery. Discuss any innovative ideas you've introduced in previous roles, especially those that utilised new technologies or were informed by resident feedback.
✨Understand Resident Involvement
Given the importance of resident involvement at Phoenix, make sure you understand their approach and be prepared to discuss how you would foster this engagement. Share your thoughts on how to effectively involve residents in decision-making processes and improve their overall experience.
✨Prepare for Strategic Questions
Expect questions that assess your strategic thinking and problem-solving abilities. Prepare to discuss how you would tackle challenges related to customer contact, complaints, and housing management. Use real-life scenarios to illustrate your thought process and decision-making skills.
