At a Glance
- Tasks: Lead customer services and housing management to enhance community support and tenant satisfaction.
- Company: Join CHS Group, a trusted housing association with a strong community focus.
- Benefits: Enjoy flexible working, comprehensive training, and an employee assistance programme.
- Other info: Be part of a dynamic team dedicated to social impact and community development.
- Why this job: Make a real difference in people's lives by providing affordable housing and support.
- Qualifications: Proven leadership in housing management and a level 5 qualification in the field.
The predicted salary is between 75000 - 90000 £ 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
About Us
Founded in 1927, Cambridge Housing Society (CHS) is an independent housing association with over 3,000 homes in Cambridge and Cambridgeshire. We are one of only two independent housing associations working just in Cambridgeshire and we are the only one to offer a blend of affordable rented homes, specialist supported housing and a range of community support services.
Our Purpose
We are here to enable people to flourish, by providing security and creating opportunities through the delivery of high-quality Cambridgeshire based homes with support.
The Benefits
- Employee Assistance Programme
- State of the art IT equipment
- Volunteer days
- Employee discount scheme
- Holiday purchase scheme
- Company sick pay
- Comprehensive free training & development
- Doctor Care Anywhere
- Contributory pension scheme
- Business mileage allowance
Financial wellbeing hub
Access to advice and support from experts, whether you're budgeting, interested in investing or retirement planning.
Refurbished Tech
Access to the latest models at affordable prices, with a 12-month warranty and 30-day money back guarantee.
Executive Director, Customer Services in Cambridge employer: The Cambridge Housing Society Limited
CHS Group is an exceptional employer, dedicated to fostering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With a strong commitment to community service and a focus on delivering high-quality housing solutions, employees benefit from comprehensive training opportunities, flexible working arrangements, and a culture rooted in caring, openness, and trust. Joining CHS means being part of a mission-driven organisation that values its staff and empowers them to make a meaningful impact in the lives of residents across Cambridge and Cambridgeshire.
Contact Details:
The Cambridge Housing Society Limited Recruitment 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 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! Get a friend or mentor to do mock interviews with you. Focus on articulating your leadership experience and how it aligns with CHS's goals. Confidence is key!
✨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 serious about joining the CHS family and contributing to their mission.
We think you need these skills to ace Executive Director, Customer Services in Cambridge
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for affordable housing and community services shine through. We want to see how your values align with ours at CHS Group, so don’t hold back on sharing what drives you!
Tailor Your Experience:Make sure to highlight your strategic leadership experience in housing management and customer services. We’re looking for someone who can demonstrate a strong track record, so be specific about your achievements and how they relate to the role.
Be Data-Driven:We love a good story backed by data! When discussing your past roles, include examples of how you’ve used data and insights to improve customer satisfaction and operational performance. This will show us you’re not just about ideas, but also results.
Keep It Professional Yet Personal:While we appreciate professionalism, we also value authenticity. Use a conversational tone that reflects your personality, but remember to keep it respectful and aligned with our values of caring, openness, and trust. And don’t forget to apply through our website!
How to prepare for a job interview at The Cambridge Housing Society Limited
✨Know Your Stuff
Make sure you brush up on housing legislation, tenancy law, and the regulatory framework for social housing. Being well-versed in these areas will show that you’re not just a leader but a knowledgeable one who understands the intricacies of the sector.
✨Showcase Your Leadership Style
Prepare to discuss your strategic leadership experience and how you've built a high-performance, customer-focused culture in previous roles. Use specific examples to illustrate how you've improved customer satisfaction and operational performance.
✨Emphasise Collaboration
CHS values collaboration, so be ready to talk about how you've built strong relationships with boards, colleagues, and tenants. Highlight your emotional intelligence and communication skills, as these are key to inspiring others and driving service improvement.
✨Be Ready for Change
With a focus on digital development and process change, demonstrate your experience in leading such initiatives. Share examples of how you've enhanced customer experiences through innovative solutions and how you plan to continue this at CHS.
