Director of Customer Services

Guardian Jobs is dedicated to serving the public's best interests through the Housing Ombudsman Service, which aims to enhance residents’ lives and improve landlords’ services. The Director of Customer Services will provide strategic leadership to ensure a high-quality customer experience, overseeing customer relationship activities and driving a customer-first culture.

Responsibilities:

• Provide strategic leadership to our customer services function
• Ensure the delivery of a modern, high‑quality customer experience across all areas of contact and engagement
• Oversee front‑door management, customer relationship activity, complaints handling, and the provision of clear information, advice and guidance
• Drive a customer‑first culture, strengthening end‑to‑end customer journeys
• Ensure services are continuously improved and aligned to organisational priorities
• Contribute to the development and delivery of the business plan
• Play a key role in implementing the organisation’s strategy
• Champion corporate values and behaviours
• Model values across your directorate and embed a culture of learning, excellence, fairness and openness
• Lead and advocate for a digital‑first approach
• Ensure that modern digital services are developed and utilised to strengthen performance, accessibility and customer experience

Requirements:

• Significant experience in delivering customer services at scale
• Strong track record of leading high-performing teams in complex operational environments
• Experience of driving strategic customer-focused improvements
• Ability to use insight and data to shape decision-making
• Experience managing customer service portfolios with impact
• Ability to inspire teams
• Ability to collaborate effectively
• Ability to nurture a culture of inclusivity, customer focus and continuous improvement