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- Tasks: Lead and enhance customer services in housing, focusing on resident management and continuous improvement.
- Company: Join Phoenix Community Housing, a pioneering resident-led housing association in South London.
- Benefits: Enjoy a collaborative work culture with opportunities for innovation and community impact.
- 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.
Director of Customer Services - Housing employer: New Street Consulting Group (NSCG)
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 delivering high-quality services. Be ready to share specific examples of how you've implemented strategies that improved customer service and resident satisfaction in previous roles.
✨Tip Number 3
Research the latest trends in housing management and technology. Being knowledgeable about innovative solutions can demonstrate your proactive approach to continuous improvement, which is a key aspect of the role.
✨Tip Number 4
Network with professionals in the housing sector, especially those who have experience in resident-led organisations. Engaging with others in the field 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: Read the job description thoroughly to grasp the responsibilities and expectations of the Director of Customer Services position. Highlight your relevant experience in developing and delivering housing services in your application.
Tailor Your CV: Customise your CV to reflect your experience in managing large teams and delivering high-quality customer services. Use specific examples that demonstrate your leadership style and ability to implement continuous improvement strategies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for community-focused work and your understanding of resident involvement. Mention how your values align with Phoenix Community Housing's mission and your vision for enhancing their services.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements from your previous roles that illustrate your capability in strategic service delivery, team management, and leveraging technology for improvement. This will help you stand out as a strong candidate.
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, which are key traits sought by Phoenix Community Housing.
✨Highlight Your Experience with Resident Engagement
Given that Phoenix is a resident-led housing association, emphasise your experience in engaging residents and incorporating their feedback into service delivery. Share specific examples of how you've improved services based on resident input.
✨Discuss Continuous Improvement Initiatives
Prepare to talk about your approach to continuous improvement. Phoenix values innovation, so be ready to share strategies you've implemented that leverage new technologies and enhance service quality.
✨Understand the Organisation's Values
Familiarise yourself with Phoenix Community Housing's mission and values. During the interview, align your responses with their commitment to high-quality services and community focus, showing that you are a good cultural fit for the organisation.
