At a Glance
- Tasks: Lead and shape customer services while enhancing housing management and complaint handling.
- Company: Join CHS Group, a charitable housing association making a real difference in the community.
- Benefits: Competitive salary of £102,500 and the chance to impact lives positively.
- Other info: Exciting opportunity for growth and influence in a well-led, financially strong organisation.
- Why this job: Be part of a mission-driven organisation focused on affordable housing and community support.
- Qualifications: Proven leadership in housing management and a level 5 qualification in housing management.
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 Newtown 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 well-led organisation that prioritises customer satisfaction and operational performance. Join us to make a meaningful impact while enjoying the benefits of working in a financially robust and community-oriented organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Executive Director, Customer Services in Newtown
✨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 those 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 being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. Focus on showcasing your strategic leadership experience and how it aligns with CHS's goals.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and reiterate your enthusiasm for the role. Plus, it shows you’re proactive and engaged.
We think you need these skills to ace Executive Director, Customer Services in Newtown
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start writing your application, take a good look at the job description. It’s packed with info about what we’re looking for in our new Executive Director, so make sure you understand the key responsibilities and qualifications we value.
Tailor Your Application:Don’t just send a generic CV and cover letter! We want to see how your experience aligns with our mission and values. Highlight specific examples from your past that demonstrate your strategic leadership and customer service skills.
Showcase Your Passion for Housing:We’re all about making a difference in the community, so let your passion for housing shine through. Share why you’re excited about this role and how you can contribute to our mission of providing affordable homes and excellent services.
Apply Through Our Website:When you’re ready to submit your application, make sure to do it through our website. It’s the best way to ensure your application gets to us directly and is considered for this fantastic opportunity!
How to prepare for a job interview at CHS Group
✨Know Your Stuff
Make sure you’re well-versed in housing legislation, tenancy law, and the regulatory framework for social housing. Brush up on CHS Group’s mission and values, and be ready to discuss how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples that highlight your strategic leadership in customer services and housing management. Think about specific instances where you’ve improved customer satisfaction or operational performance, and be ready to share these stories.
✨Data is Your Friend
Be prepared to discuss how you’ve used data and insights to drive service improvements. Have a few examples ready that demonstrate your ability to analyse data effectively and implement changes that enhance the customer experience.
✨Engage and Inspire
As a credible leader, it’s crucial to show your emotional intelligence and communication skills. Think about how you can engage with the interviewers, inspire confidence, and build rapport. Remember, they want to see how you’ll connect with colleagues and tenants alike.
