Head of Customer & Neighbourhoods
This is a Permanent, Salaried vacancy that will close in {x} days at {xx:xx} BST.
The role
At Honeycomb Group, we're passionate about creating thriving communities and delivering exceptional services that put people first. We're looking for an inspiring and strategic Head of Customer and Neighbourhoods to lead the development of our customer-centred approach, shape the future of our neighbourhood services, and ensure our customers receive the high-quality experience they deserve.
This is an exciting opportunity for a forward-thinking leader who is passionate about housing, customer service and innovation. You'll play a key role in driving service excellence across the Group while leading teams that make a real difference to people's lives every day.
As Head of Customer and Neighbourhoods, you'll provide strategic and operational leadership across housing and customer services. You'll be responsible for developing and delivering our customer-centred strategy, overseeing our Neighbourhood Housing Model and Customer Hub, and ensuring our services remain responsive, accessible and focused on customer needs.
Working closely with colleagues across the Group, you'll champion continuous improvement, lead service transformation initiatives, and ensure compliance with regulatory customer standards while fostering a culture of engagement, performance and innovation
What You'll Do
- Lead the delivery of our customer-centred strategy, ensuring outstanding customer experiences across all services.
- Develop and embed our neighbourhood model, supporting customers and colleagues through change.
- Lead housing management operations and shape the future direction of neighbourhood services.
- Drive innovation in customer contact and feedback systems, using digital solutions and customer insight to improve services.
- Strengthen customer engagement and empower customers to influence service delivery.
- Ensure compliance with housing regulation, customer standards and GDPR requirements.
- Lead and develop high-performing teams through coaching, motivation and effective people management.
- Manage budgets, resources and operational risks while delivering value for money and social value.
- Build strong partnerships with local authorities, registered providers, regulators and external stakeholders.
- Prepare and present reports and recommendations to Boards, Committees and senior stakeholders.
Who You Are
We're looking for a leader who combines strategic thinking with a genuine passion for people and communities. You'll be someone who can inspire others, challenge traditional thinking and create services that customers genuinely value.
You'll bring:
- Degree-level education or significant experience within housing, customer services or a related field.
- Membership of the Chartered Institute of Housing (CIH) and a CIH Level 5 qualification, or willingness to achieve it.
- Substantial experience delivering exceptional customer-focused services.
- Strong knowledge of affordable housing, housing regulation and customer service standards.
- Experience developing and implementing business and digital transformation strategies.
- Excellent communication, influencing and relationship-building skills.
- Strong commercial awareness and the ability to balance customer outcomes with organisational objectives.
- Emotional intelligence, resilience and the ability to collaborate across all levels of an organisation.
- A coaching leadership style that brings out the very best in others
This is an opportunity to lead meaningful change, influence strategic direction and work alongside passionate colleagues dedicated to making a difference. If you're an ambitious, customer-focused leader ready to shape the future of customer and neighbourhood services, we'd love to hear from you!
Interviews to take place week commencing 7th December 2026
Learn more about our great staff benefits, how we live by our Honeycomb values, and what it's like working here by visiting our Careers Hub.
Who we are
The Honeycomb Group is a team of social-minded brands championing happy homes in our region by providing services and support that help people across Staffordshire and its surrounding areas feel secure, connected and confident. Whether it’s developing and maintaining affordable homes, providing trusted home repairs and improvements, keeping people safe and well at home or providing support services, we're tackling the social issues that can isolate people from a happy home - Honeycomb Group is making our region vibrant.
Watch the video below to discover more about who we are and how we're helping to champion happy home across Staffordshire and surrounding areas.
Why choose us?
No matter what brand you're working with across the Honeycomb Group, you can trust us to look after you. Creating a happy home doesn't just apply to our customers, it applies to our staff too. That's why we offer:
Annual leave purchase scheme with two chances to join and boost your annual leave- you will also be entitled to time off for public holidays or paid days to take flexibly.
Keep fit and save money with our cycle to work scheme. Purchase bikes and equipment through your salary and save on tax and national insurance contributions.
We never shut the door
At Honeycomb Group we know that a Group full of people from diverse backgrounds and communities makes us better at what we do. This means building a more inclusive and diverse workplace and promoting equality for all regardless of what you look like, where you come from and who you love. We are an equal opportunities employer and welcome applications from everyone. We will not discriminate against any applicant or employee because of race, ethnicity, age, gender, sexual orientation, disability or belief.
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