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About us Beyond Housing is one of the largest housing associations in the North East, providing services to over 30,000 customers and managing approximately 15,500 homes across Redcar and Cleveland, North Yorkshire and surrounding areas. Formed in 2018 following a merger, we are a forward-thinking organisation committed to helping our customers and communities succeed and thrive. With a strong presence across seven local authority areas and more than 800 colleagues, we remain rooted in our communities and focused on delivering high-quality homes, services and living spaces. Guided by our values of being Considerate, Collaborative, Ambitious and Accountable, we work every day to create places where people feel proud to live. As we begin to deliver our new corporate strategy for 2025 to 2030, improving the customer experience is a central priority with a clear focus on performance and our ambition to achieve a C1 grading under the new consumer standards. The opportunity We are seeking an Executive Director of Customer Service to lead our Customer Service, Marketing and Communications, and Reach and Respond (Independent Living) teams. Reporting to the Chief Executive, this role provides strategic leadership to ensure the delivery of efficient, effective and high-impact services. You will shape and implement our customer strategy, strengthen customer insight, and drive performance across all areas of customer experience. This is a critical appointment at an exciting time for Beyond Housing. You will join the Executive Team as we deliver our new five-year strategy, with a significant opportunity to influence how we work and the services we deliver. We are looking for a visionary, innovative and bold leader with significant senior experience who can articulate a compelling, organisation-wide vision for customer experience and engage confidently with colleagues, customers, partners and our Board. Key responsibilities include: • Provide strategic leadership for the customer-facing services, including customer service centres, income management, housing administration, customer insight and experience, marketing and communications, and the Reach and Respond service., • Lead the development and delivery of the customer strategic plan, ensuring alignment with Beyond Housing’s corporate strategy., • Drive improvements in customer experience using insight, data and tenant satisfaction measures to inform service design and performance., • Act as a key member of the executive team, contributing to corporate strategy, business planning and organisation-wide decision making., • Provide strategic and commercial advice to the Chief Executive, board and committees, presenting information clearly to support effective governance., • Lead major transformation and change programmes that improve service quality, efficiency and customer outcomes., • Promote a customer-first culture that empowers colleagues, strengthens accountability and enhances service performance., • Ensure customer-related risks are identified, monitored and well managed., • Build and maintain effective partnerships, supporting the Chief Executive in strengthening Beyond Housing’s role as a valued regional partner., • Ensure all customer services are well led, efficient, high-performing and fully aligned with Beyond Housing’s purpose, values and regulatory expectations. We are looking for a senior leader who has the following attributes: • Strong leadership skills with the ability to coach, motivate and engage others., • Ability to engage effectively with colleagues, customers and external stakeholders., • High-level strategic, commercial and analytical thinking., • Ability to interpret financial and complex data and present information clearly., • Strong judgement and the ability to identify and manage risks., • Excellent influencing, negotiating, written, presentation and interpersonal communication skills., • A proven track record of leading customer-facing or service-focused functions at a strategic level., • Experience of leading and delivering change within multi-channel or digital customer service environments. If you are interested in hearing more information, please reach out to our recruitment partners at Neemar Search. Tom Neely - Director and Founder Eliot Jeffries - Delivery Consultant 07985 791149 Applications close on Friday 12th of December.