At a Glance
- Tasks: Lead and shape customer services in a dynamic housing association.
- Company: Join CHS Group, a values-driven charitable housing association in Cambridge.
- Benefits: Competitive salary of £102,500 and the chance to make a real impact.
- Other info: Exciting opportunity for growth and innovation in a supportive environment.
- Why this job: Be at the forefront of improving lives through affordable housing and community services.
- Qualifications: Proven leadership in housing management and customer service excellence required.
The predicted salary is between 102500 - 102500 £ per year.
This is an exciting opportunity for an accomplished and values-driven leader to join CHS Group (Cambridge Housing Society) as our new Executive Director, Customer Services, following the retirement of the current postholder.
Mission and ambition
CHS Group is an independent charitable housing association and social enterprise serving Cambridge and Cambridgeshire. We provide affordable rented and shared ownership homes, housing with care for older people, supported housing, and a range of community services that help people build stability, independence and opportunity. We currently own and manage over 3,000 homes across the county.
Founded in 1927, our mission to meet the need for affordable homes in and around Cambridge is as relevant and urgent today as it has ever been. As a locally rooted organisation, we combine strong community connections with the ambition to deliver high-quality homes and services that enable people to flourish.
CHS is a well-led, financially strong organisation with the highest governance and viability ratings of G1/V1. We are ambitious for our customers and place them at the heart of everything we do, building on well-established tenant engagement and a strong commitment to listening, learning and improving. With the development of a new Corporate Plan, ongoing digital development, and a clear focus on service excellence, this is an exciting time to join us and lead and shape the next phase of our housing management and customer services, while also overseeing complaints and our small development team.
The person we need
- A strong track record of strategic leadership in housing management and customer services within a regulated environment, delivering excellent outcomes and building a high-performance, customer-focused culture.
- In-depth expertise in housing legislation, tenancy law, safeguarding, and the regulatory framework for social housing.
- Proven success in improving customer satisfaction, service accessibility, and operational performance through effective use of data, insight, and service design.
- Experience of leading high-quality complaint handling, embedding learning, and using insight to drive service improvement.
- Experience of leading digital and process change that enhances the customer experience and improves organisational effectiveness.
- The ambition, judgement, and partnership skills to evolve services, inspire colleagues, and help deliver our new Corporate Plan.
- Ofqual-regulated level 5 qualification in housing management / foundation degree (or equivalent).
A credible and collaborative leader, you will bring the communication skills, presence and emotional intelligence to build strong relationships with the Board, colleagues, tenants and partners. You will also demonstrate the integrity, values and personal qualities that reflect CHS's culture and ways of working.
Deadline for applications: 5pm Sunday, 14th June 2026
Interview dates: Friday, 3rd July 2026
Executive Director, Customer Services in Cambridge employer: CHS Group
CHS Group is an exceptional employer, offering a unique opportunity to lead in a values-driven environment dedicated to providing affordable housing and community services in Cambridge. With a strong commitment to employee development, a collaborative work culture, and a focus on service excellence, you will be part of a financially robust organisation that prioritises customer satisfaction and community engagement. Join us to make a meaningful impact while enjoying the benefits of working in a supportive and ambitious team.
StudySmarter Expert Advice🤫
We think this is how you could land Executive Director, Customer Services in Cambridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching CHS Group thoroughly. Understand their mission, values, and recent projects. This will help you tailor your responses and show that you’re genuinely interested in leading their customer services.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for customer services and how you can drive improvements. Use specific examples from your past experiences to demonstrate your strategic leadership skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on being part of the CHS community right from the start.
We think you need these skills to ace Executive Director, Customer Services in Cambridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in housing management and customer services. We want to see how your skills align with our mission and values, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:As an Executive Director, you’ll need to demonstrate your strategic leadership abilities. Use specific examples from your past roles where you’ve successfully led teams or projects, especially those that improved customer satisfaction or operational performance.
Be Authentic:We value integrity and authenticity at CHS Group. When writing your application, let your personality shine through! Share your passion for affordable housing and how you connect with our community-focused mission.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Plus, it’s super easy to do!
How to prepare for a job interview at CHS Group
✨Know Your Stuff
Make sure you brush up on your knowledge of housing legislation, tenancy law, and the regulatory framework for social housing. Being able to discuss these topics confidently will show that you're not just a candidate, but a potential leader who understands the landscape.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in customer services or housing management. Think about specific situations where you improved customer satisfaction or operational performance, and be ready to share those stories during the interview.
✨Emphasise Data-Driven Decisions
CHS Group values insight and service design, so come prepared to discuss how you've used data to drive improvements in previous roles. Highlight any experience you have with digital transformation and how it enhanced the customer experience.
✨Connect with Their Mission
Familiarise yourself with CHS Group's mission and values. During the interview, express how your personal values align with theirs and how you can contribute to their goal of providing affordable homes and excellent customer services.
