Executive Director, Customer Service & Resident Experience

SettleParadigm; High Wycombe; Hybrid; GBP 180,000; Full time

Job summary

A leading housing organization in the UK is seeking an Executive Director for Customer Service who will lead resident-facing services and ensure an exceptional customer experience. The role requires deep sector experience, regulatory knowledge, and a passion for social impact. Key responsibilities include overseeing housing management and leading customer service operations. The organization promotes a diverse and inclusive workplace and offers a hybrid work model with a competitive salary and excellent benefits.

Benefits

Excellent benefits

Supportive work environment

Commitment to inclusion and diversity

Qualifications

• Executive-level experience in a large, complex, multi-site social housing or related environment.
• Proven track record of leading customer service or resident operations.
• Strong understanding of regulatory frameworks including RSH consumer standards.

Responsibilities

• Lead on the resident strategy, ensuring services are proactive and compliant.
• Oversee housing management across all tenures.
• Champion resident involvement and ensure it drives meaningful service development.

Skills

Executive leadership

Customer service management

Data-driven decision making

Regulatory framework knowledge

Team development

Job description

A leading housing organization in the UK is seeking an Executive Director for Customer Service who will lead resident-facing services and ensure an exceptional customer experience. The role requires deep sector experience, regulatory knowledge, and a passion for social impact. Key responsibilities include overseeing housing management and leading customer service operations. The organization promotes a diverse and inclusive workplace and offers a hybrid work model with a competitive salary and excellent benefits.