Login to Apply

About the Role

At BCHG we believe that everyone deserves a safe and secure home and that this is the basis for people to thrive and realise their true potential. As a community focused social business operating across the Black Country and Birmingham, we are proud of our geography, we are deep rooted in our communities, and we have built an excellent reputation with customers and partners.

The Director of Customer Services will work as a key member of the Executive Team (ET) to provide leadership to the whole of BCHG, with specific responsibility for leading our Customer Services directorate, to support our business plan and vision.

This includes responsibility and accountability for the leadership, management and performance of all activities included within the Customer Services directorate which encompasses: Housing Management (Tenancy, ASB, Income Management), Retirement Living, Registered Care Services, Responsive Repairs (Homeforce), Asset Management & Compliance and Social Business/Community Investment Teams. The Director of Customer Services will be a leading ‘change agent’ ensuring we live our values, develop strong leaders and managers who take ownership and accountability, embrace diversity and inclusivity, and attract and retain talented people.

Our culture is what sets us apart and makes us a special organisation to be a part of. We are proud to be an Investors in People Gold employer and truly believe that our people are our greatest asset.    

As a member of the Executive Team, responsibilities include:

• Strategic direction, vision, and visible leadership of the organisation.

• Model, promote and uphold the values and behaviours of the organisation.

• Report to the Board on a range of relevant issues and provide the Board and wider organisation with in-depth professional expertise and experience.

• Represent BCHG as a Brand Ambassador and build relationships with external stakeholders, to increase the profile of the organisation.

• Be a visible leader who actively engages with customers and colleagues to gather feedback on the Customer Services directorate’s performance and strategic direction.

• Collaborate with colleagues and the Board to establish frameworks for assurance, risk, and performance, driving the organisation’s commitment to improvement and excellence in service delivery.

For further details on the role, instructions on how to apply and timescales, please go to our Recruitment Pack