Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and manage the Customer Services directorate, ensuring top-notch service delivery.
- Company: BCHG is a community-focused social business dedicated to providing safe homes in the Black Country and Birmingham.
- Benefits: Enjoy a supportive culture, career development opportunities, and recognition as an Investors in People Gold employer.
- Why this job: Join a passionate team making a real impact in communities while embracing diversity and inclusivity.
- Qualifications: Proven leadership experience and a commitment to customer service excellence are essential.
- Other info: Be part of an Executive Team that values feedback and actively engages with customers.
The predicted salary is between 48000 - 72000 £ per year.
About the Role
At BCHG we believe that everyone deserves a safe and secure home and that this is the basis for people to thrive and realise their true potential. As a community focused social business operating across the Black Country and Birmingham, we are proud of our geography, we are deep rooted in our communities, and we have built an excellent reputation with customers and partners.
The Director of Customer Services will work as a key member of the Executive Team (ET) to provide leadership to the whole of BCHG, with specific responsibility for leading our Customer Services directorate, to support our business plan and vision. This includes responsibility and accountability for the leadership, management and performance of all activities included within the Customer Services directorate which encompasses: Housing Management (Tenancy, ASB, Income Management), Retirement Living, Registered Care Services, Responsive Repairs (Homeforce), Asset Management & Compliance and Social Business/Community Investment Teams.
The Director of Customer Services will be a leading change agent ensuring we live our values, develop strong leaders and managers who take ownership and accountability, embrace diversity and inclusivity, and attract and retain talented people. Our culture is what sets us apart and makes us a special organisation to be a part of. We are proud to be an Investors in People Gold employer and truly believe that our people are our greatest asset.
As a member of the Executive Team, responsibilities include:
- Strategic direction, vision, and visible leadership of the organisation.
- Model, promote and uphold the values and behaviours of the organisation.
- Report to the Board on a range of relevant issues and provide the Board and wider organisation with in-depth professional expertise and experience.
- Represent BCHG as a Brand Ambassador and build relationships with external stakeholders, to increase the profile of the organisation.
- Be a visible leader who actively engages with customers and colleagues to gather feedback on the Customer Services directorate's performance and strategic direction.
- Collaborate with colleagues and the Board to establish frameworks for assurance, risk, and performance, driving the organisation's commitment to improvement and excellence in service delivery.
For further details on the role, instructions on how to apply and timescales, please go to our Recruitment Pack.
Director of Customer Services employer: Black Country Housing Group
Contact Detail:
Black Country Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Services
✨Tip Number 1
Network with professionals in the housing and community services sector. Attend relevant events or webinars where you can meet people who work in similar roles or organisations. This can help you gain insights into the industry and potentially get referrals.
✨Tip Number 2
Research BCHG thoroughly to understand their values, mission, and recent initiatives. This knowledge will allow you to tailor your conversations and demonstrate how your leadership style aligns with their organisational culture during interviews.
✨Tip Number 3
Prepare to discuss your experience in leading change and managing diverse teams. Think of specific examples where you've successfully implemented strategies that improved customer service or community engagement, as these will resonate well with the role.
✨Tip Number 4
Engage with BCHG's social media platforms and community initiatives. By showing your interest and involvement, you can build rapport with the organisation and demonstrate your commitment to their mission even before the interview.
We think you need these skills to ace Director of Customer Services
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Director of Customer Services position. Make sure you understand the key responsibilities and expectations, as this will help you tailor your application to highlight relevant experience.
Highlight Leadership Experience: In your CV and cover letter, emphasise your leadership skills and experience. Provide specific examples of how you've led teams, managed change, and driven performance improvements in previous roles.
Align with Company Values: BCHG places a strong emphasis on values such as diversity, inclusivity, and community focus. Make sure to reflect these values in your application by sharing experiences that demonstrate your commitment to these principles.
Craft a Compelling Cover Letter: Write a tailored cover letter that not only outlines your qualifications but also conveys your passion for the role and the organisation. Use this opportunity to express why you want to work at BCHG and how you can contribute to their mission.
How to prepare for a job interview at Black Country Housing Group
✨Understand the Organisation's Values
Before your interview, take some time to research BCHG's values and mission. Be prepared to discuss how your personal values align with theirs and provide examples of how you've demonstrated these values in your previous roles.
✨Showcase Leadership Experience
As a Director of Customer Services, you'll need to demonstrate strong leadership skills. Prepare specific examples of how you've successfully led teams, managed change, and driven performance improvements in your past positions.
✨Engage with Stakeholder Relationships
Since building relationships with external stakeholders is crucial for this role, think about your past experiences in stakeholder engagement. Be ready to share how you've effectively collaborated with partners and enhanced organisational profiles.
✨Prepare for Strategic Discussions
Expect questions around strategic direction and vision. Familiarise yourself with current trends in customer service within the housing sector and be prepared to discuss how you would approach strategic planning and execution at BCHG.
