Director of Customer Service

Would you like the opportunity to lead a complex and high-performing customer service team during a period of strategic transformation, shaping how the client responds to customer inquiries and transforms its approach to complaints? The client passionately believes that a great customer experience, built on trust, responsiveness, and empathy, is as essential as quality homes. Their transformation journey is driven by a commitment to design a new operating model that delivers the best possible offer for their customers and supports organizational evolution.

As Director of Customer Service, you will provide visible, resilient leadership to a large, dispersed team delivering a demanding service. The contact center colleagues work remotely and handle challenging situations every day, so your ability to inspire, motivate, and support them will be critical. You will lead contact center operations, ensuring efficiency, consistency, and excellence in customer engagement while shaping a proactive and learning-led approach to complaint resolution and prevention. Working closely with the Transformation Programme, you will deliver a new target operating model that simplifies processes, embeds digital tools, and nurtures a high-performing, customer first culture. Collaboration with senior leaders across various functions will be essential to embed the voice of residents in decision making.

This role requires an experienced leader from social housing or an allied customer focused, regulated sector, with a proven track record of managing large, remote teams delivering complex services under pressure. The ideal candidate will possess the ability to lead transformation programs involving process redesign, system implementation, and cultural change. Strong judgment and collaboration skills to influence across functions and elevate the resident voice are essential. Passion for building inclusive, empowered teams aligned around delivering exceptional customer service and operational excellence is crucial. The client values diversity in gender, disability, age, ethnicity, sexual orientation, and identity, and is committed to addressing diversity in their senior leadership positions.