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- Tasks: Lead customer support initiatives and enhance service delivery for diverse communities.
- Company: Wandle, a purpose-driven housing association in South London.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives by improving their housing experience.
- Qualifications: Experience in housing management or customer services with strong leadership skills.
- Other info: Join a dynamic team focused on community impact and service excellence.
The predicted salary is between 36000 - 60000 £ per year.
Wandle is a south London housing association with a clear sense of purpose, providing homes and services to a diverse range of communities. With a strategy centred on Right Homes, Right Services and Right Support, the organisation is focused on strengthening the quality, consistency and experience of services for customers.
The Assistant Director of Customer Support sits at the centre of that ambition, bringing together key operational services across housing, neighbourhoods, income and the contact centre. It is a role that shapes how customers experience Wandle day to day, both in their homes and in their communities.
This is a broad and visible leadership role. It carries responsibility for service performance, customer experience and operational delivery, alongside oversight of budgets, planning and risk. Leading multidisciplinary teams, the focus is on creating clarity, building confidence in services and supporting a connected and consistent customer journey.
The role also plays an important part in how Wandle works with others. Strong relationships with local authorities and partners will support a place based approach, while close collaboration internally will ensure services are aligned, informed and responsive. The focus is on moving services forward with purpose, staying close to customers’ day to day experience, and ensuring that insight from communities continues to shape decision making and improvement.
Wandle is building momentum, with a clear focus on strengthening services and moving forward. This role will play a central part in this, bringing fresh thinking, practical expertise and a willingness to challenge constructively. It requires a leader comfortable with this level of change, able to balance pace with judgement and lead teams with confidence, while maintaining a strong focus on day to day delivery.
The role will suit a senior housing leader with experience across housing management, customer services or neighbourhoods, and a strong understanding of the regulatory and operational context. Just as important is a leadership style that is visible, collaborative and centred on a genuine commitment to customers and communities. This role is about improving how services are experienced in practice. It offers the opportunity to contribute to Wandle’s next phase, strengthening consistency and building trust through the quality of delivery customers see day to day.
Closing Date for Applications: Midnight on Wednesday 22nd April
To apply, please submit an up-to-date copy of your CV (three sides of A4 maximum), along with a supporting statement (three sides of A4 maximum) detailing your experience, and achievements and addressing the key criteria for the role set out on this site and using examples to demonstrate how you meet the requirements. Documents should be uploaded via our website, please include and upload the below information in two documents only.
- Full contact details;
- Names, positions, organisations and contact details for two referees (we will ask your permission before contacting referees);
- Details of your notice period;
- Notification of any dates when you are not available for an interview.
At Tile Hill, we are committed to inclusion and accessibility. We champion and support all individuals to ensure everyone feels valued, listened to and motivated to get the very best out of each recruitment process and that processes are designed to meet the needs of individuals. If you have any specific requests and would like a confidential discussion with the Tile Hill team, then please email inclusion@tile-hill.co.uk
Assistant Director of Customer Support employer: Tile Hill Executive Recruitment
Contact Detail:
Tile Hill Executive Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Director of Customer Support
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those connected to Wandle. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for the interview by understanding Wandle's mission and values. Show us how your experience aligns with their focus on customer support and community engagement. Tailor your examples to highlight your leadership style and commitment to service excellence.
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. This will help you articulate your thoughts clearly and boost your confidence when discussing your vision for improving customer experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Assistant Director of Customer Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Assistant Director of Customer Support role. Highlight relevant experience in housing management, customer services, or neighbourhoods, and don’t forget to showcase your leadership style and commitment to customers.
Craft a Compelling Supporting Statement: Your supporting statement is your chance to shine! Use it to detail your achievements and how they align with Wandle's mission. Be specific and use examples to demonstrate how you meet the key criteria outlined in the job description.
Keep It Concise: Remember, we’re looking for clarity and impact. Stick to the three sides of A4 limit for both your CV and supporting statement. This helps us focus on the most important bits of your experience without getting lost in too much detail.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the easiest way for us to receive your documents and ensures everything is in one place. Plus, if you run into any issues, you can reach out for help easily.
How to prepare for a job interview at Tile Hill Executive Recruitment
✨Know Wandle Inside Out
Before your interview, make sure you research Wandle thoroughly. Understand their mission, values, and the specific challenges they face in customer support. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Showcase Your Leadership Style
As an Assistant Director, your leadership style is crucial. Be prepared to discuss your approach to leading multidisciplinary teams. Share examples of how you've built confidence and clarity in previous roles, and how you plan to foster collaboration at Wandle.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios where you've improved customer experience or navigated operational challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Community Engagement
Wandle values strong relationships with local authorities and communities. Be ready to discuss how you've engaged with stakeholders in the past and how you plan to ensure that customer insights shape decision-making at Wandle. Highlight any successful partnerships you've developed.