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As a charitable housing association, Thirteen exists to provide housing and support services across the North East of England, Yorkshire, and the Humber region. Thirteen Group currently manages 35,000 homes providing a safe place to live for more than 73,000 people across the region. Thirteen prides itself on not just providing a home but also offering help and support to its residents through its various services. This is an exciting opportunity to join Thirteen Group as our Chief Customer Officer. Reporting directly to the Chief Executive, this role is not only responsible for exceptional customer service delivery but also plays a vital part in shaping the strategic direction of the organisation. As a key member of the Executive Team, the Chief Customer Officer will help define and deliver the long-term vision, drive organisation-wide excellence, and ensure that Thirteen has meaningful social and neighbourhood impact. You’ll lead the development and execution of a forward-thinking customer strategy, ensuring that Thirteen remains trusted by customers, respected by stakeholders, and aligned with social purpose. Alongside responsibility for all customer-facing operations, including housing management, repairs, compliance, and neighbourhood services, you will also play a critical strategic leadership role across the business, shaping decisions at the highest level and contributing to the organisation's wider success. As an executive leader, the Chief Customer Officer will also act as a key representative with external stakeholders, including the Housing Ombudsman, the Regulator of Social Housing, local councillors, and Members of Parliament. Through this leadership, you will ensure that the organisation continues to deliver excellence while building strong, lasting relationships across communities and the wider sector. Responsibilities of the role include: • Shape and champion the organisation’s customer experience strategy within the broader strategic framework of Thirteen Group., • Lead a range of customer-facing functions, including customer experience, repairs, property compliance, housing management, and specialist housing services, ensuring they are inclusive, effective, and of high quality., • Work closely with the wider Executive Team to influence organisation-wide priorities, bringing a strategic customer perspective to business planning and long-term decision-making., • Drive community resilience and neighbourhood-based delivery models that foster thriving, inclusive places to live., • Collaborate on regeneration and place-based strategies with the Chief Investment and Property Officer, forging strong partnerships with local authorities and support agencies., • Serve as the executive lead for customer compliance, ensuring all services reflect tenant rights, evolving consumer standards, and regulatory expectations., • Use data, service intelligence, and customer insight to inform strategy, drive continuous improvement, and extend organisational impact., • Expand digital capabilities to enhance accessibility, efficiency, and customer satisfaction across services., • Act as a visible leader internally and externally, modelling our values and driving a high-performance, customer-centric culture. Thirteen Group is looking to appoint an executive leader who has the following attributes: • Passionate advocate for service excellence, ensuring customers remain central to decision-making., • Proven track record of delivering major change and organisational improvement in large, customer-focused organisations., • Visible, energetic leadership style that builds trust, inspires teams, and drives performance with resilience and adaptability., • Skilled in using data insights, CRM systems, and modern digital tools to enhance service delivery., • Strong financial and risk management capability, with experience in managing complex budgets and delivering efficiencies., • Effective performance management focus, driving measures that deliver value for money, efficiency, and great service outcomes., • Strong stakeholder engagement and influencing skills, with the ability to collaborate across boards, regulators, partners, contractors, local authorities, residents, and internal teams., • Deep understanding of balancing social and commercial priorities., • Resilient and adaptable, with the ability to navigate change and drive progress in fast-moving environments. If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search. Tom Neely Director Eliot Jeffries Delivery Consultant 07985 791149 –

Role Overview: Join us in shaping brighter futures – we’re on the lookout for a Specialist Housing and Services Director to lead on creating innovative, community-driven solutions that provide real social impact. You’ll work with partners to design and deliver services that help people live independently and thrive, by combining safe, quality homes with wraparound support. We’re looking for a visible leader, so it goes without saying that you’ll be on site at least two to three days a week. You’ll work from our fantastic office at Hudson Quay in Middlesbrough, as well as on site with partners and within our supported services. If you’re an exceptional leader looking to take on a new challenge, we want to hear from you! We’re also open to hearing from candidates who are ready to take the next step in their career. Thirteen Benefits: • Salary - £105,000 per annum, • Annual leave – 31 days, a day off for your birthday, plus bank holidays, • Pension – up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer), • Simply Health – save money on common health expenses and get access to health and wellbeing support services, • T’dar – our Discount and Reward platform giving you huge savings on everyday brands, • Opportunities to buy and sell annual leave Key Responsibilities: • Drive impact across our core operating area of Teesside, Humberside and West Yorkshire, by offering commissioners and partners trusted, compliant services that reduce long-term public service demand., • Lead strategic service expansion by identifying opportunities to enhance our housing and wraparound services, in line with local need and commissioner priorities., • Champion the design of progressive pilots and co-create housing service models that aim to reduce homelessness, enhance health and wellbeing, boost employability and lower rates of re-offending., • Ensure services are delivered within robust financial frameworks, with full cost recovery and surpluses factored into all contracts. This will enable us to reinvest in our customers and communities., • Shape future housing and support demand by proactively influencing key partners at local, regional and national level. Our partners include local and combined authorities, the NHS, MoJ, DWP, the Regulator of Social Housing and Homes England., • Develop strategic partnerships to expand reach into emerging need areas, in line with commissioner needs, financial viability, and strategic fit. About You: • A credible and trusted leader with in-depth insight into the supported housing landscape. You’ll also have a strong understanding of partner needs across our operating area., • A sector advocate who builds impactful partnerships and influences commissioners and regulators at regional and national level., • An empowering and authentic leader who combines strategic vision, commercial acumen and customer focus., • You’ll inspire your teams to deliver outstanding housing and support services that create a lasting, positive outcomes for our customers and communities., • Proactively horizon scans to anticipate future service needs, assess risk and financials, and plan for long-term viability. You’ll champion innovation, compliance and financial sustainability., • Proven track record in developing flexible service models that address long-term societal challenges. Why Thirteen Group? Thirteen offers housing and support services across England’s North East, Yorkshire and Humber regions. Today, we own and manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers. Our vision is to be the most trusted housing association, with happy customers. This is an exciting time to join Team Thirteen. We have a new Business Strategy built on three foundations: Happy customers, Fantastic homes, and Brilliant people. Following a colleague-led culture refresh, we’re embedding our ‘Better Together’ approach as well as our values: Accountable, Proactive, Courageous, Considerate. And we have just secured the highest possible C1/G1/V1 ratings following an inspection by the Regulator of Social Housing. But rather than rest on our laurels, we’re pressing ahead with transforming how we work to make sure we can continue to deliver great things. Interested? Take a look at the recruitment pack which includes further details about this opportunity If you'd like further information about the role, please contact Thirteen's Talent team by emailing: . We’re not working with recruitment partners on this position. Are You Ready for a Rewarding Challenge? Join us at Thirteen Group and be a part of our vision to improve lives every day. APPLY NOW and start your journey towards making a meaningful impact in our community! As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.

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