Director of Customer Services

job description

Location: Home based, with the need to travel nationally depending on business need.

This is a unique opportunity within an organisation dedicated to serving the public's best interests, with ambitious goals to achieve even more.

Our mission is to enhance residents’ lives and improve landlords’ services by addressing housing complaints. The Housing Ombudsman offers an independent, impartial, and free service for social housing residents. We provide final resolutions on disputes between residents and landlords who are members of our Scheme, which includes tenants and leaseholders of housing associations and local authorities, as well as voluntary members such as private landlords and letting agents.

The Director of Customer Services will provide strategic leadership to our customer services function, ensuring the delivery of a modern, high‑quality customer experience across all areas of contact and engagement. They will oversee front‑door management, customer relationship activity, complaints handling, and the provision of clear information, advice and guidance. A central focus will be driving a customer‑first culture, strengthening end‑to‑end customer journeys, and ensuring services are continuously improved and aligned to organisational priorities.

As part of the Executive Leadership Team, you wLocation: Home based, with the need to travel nationally depending on business need.

This is a unique opportunity within an organisation dedicated to serving the public's best interests, with ambitious goals to achieve even more.

Our mission is to enhance residents’ lives and improve landlords’ services by addressing housing complaints. The Housing Ombudsman offers an independent, impartial, and free service for social housing residents. We provide final resolutions on disputes between residents and landlords who are members of our Scheme, which includes tenants and leaseholders of housing associations and local authorities, as well as voluntary members such as private landlords and letting agents.

The Director of Customer Services will provide strategic leadership to our customer services function, ensuring the delivery of a modern, high‑quality customer experience across all areas of contact and engagement. They will oversee front‑door management, customer relationship activity, complaints handling, and the provision of clear information, advice and guidance. A central focus will be driving a customer‑first culture, strengthening end‑to‑end customer journeys, and ensuring services are continuously improved and aligned to organisational priorities.

As part of the Executive Leadership Team, you will contribute to the development and delivery of the business plan and play a key role in implementing the organisation’s strategy. You will champion our corporate values and behaviours, modelling them across your directorate and embedding a culture of learning, excellence, fairness and openness in everything you lead. You will also lead and advocate for a digital‑first approach, ensuring that modern digital services are developed and utilised to strengthen performance, accessibility and customer experience.

We are seeking an exceptional senior leader with significant experience in delivering customer services at scale, supported by a strong track record of leading high‑performing teams in complex operational environments. Candidates will bring experience of driving strategic customer‑focused improvements, using insight and data to shape decision‑making, and managing customer service portfolios with impact. The ability to inspire teams, collaborate effectively, and nurture a culture of inclusivity, customer focus and continuous improvement is essential.

We are on a clear path to delivering the high-quality service the public deserves, and this is your chance to play a key role in that journey.

To apply and for further details please click apply online,

For a confidential discussion about this role, please contact Khadeeja.khalid@gatenbysanderson.com or laura.turley@gatenbysanderson.com

Closing date: Friday 27 March 2026 at 12:00pm (Noon)ill contribute to the development and delivery of the business plan and play a key role in implementing the organisation’s strategy. You will champion our corporate values and behaviours, modelling them across your directorate and embedding a culture of learning, excellence, fairness and openness in everything you lead. You will also lead and advocate for a digital‑first approach, ensuring that modern digital services are developed and utilised to strengthen performance, accessibility and customer experience.

We are seeking an exceptional senior leader with significant experience in delivering customer services at scale, supported by a strong track record of leading high‑performing teams in complex operational environments. Candidates will bring experience of driving strategic customer‑focused improvements, using insight and data to shape decision‑making, and managing customer service portfolios with impact. The ability to inspire teams, collaborate effectively, and nurture a culture of inclusivity, customer focus and continuous improvement is essential.

We are on a clear path to delivering the high-quality service the public deserves, and this is your chance to play a key role in that journey.

To apply and for further details please click apply online, 

For a confidential discussion about this role, please contact Khadeeja.khalid@gatenbysanderson.com or laura.turley@gatenbysanderson.com 

Closing date: Friday 27 March 2026 at 12:00pm (Noon)