Head of Customer Services (Housing Repairs)

Job Advert: Head of Customer Services (Housing Repairs)

Partnered with LB Hammersmith & Fulham (LBHF)

Rate: £450 per day (Umbrella) | Hybrid (3 days/week in Hammersmith office)

Red Personnel is proud to partner with LB Hammersmith & Fulham to recruit a visionary Head of Customer Services to lead the strategic transformation of housing customer services and insight. This pivotal role sits within the Economy Department, driving excellence in service delivery for residents while shaping the future of LBHF’s Customer Service Centre.

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About the Role

As Head of Customer Services, you will inspire a culture of exceptional service, ensuring residents are at the heart of decision-making. You’ll lead the Customer Services and Insight teams, acting as a strategic champion to embed customer feedback into service improvements across housing repairs and related services.
Key Responsibilities:

• Provide senior leadership to multi-disciplinary teams, fostering a high-performance culture.
• Develop a customer insight framework to shape services and drive the Customer Service Centre as a one-stop-shop for housing inquiries.
• Lead on performance management, service plans, and budget oversight to meet corporate objectives.
• Serve as the senior point of contact for councillors, internal stakeholders, and residents, ensuring timely resolution of complaints and enquiries.
• Deputise for the Assistant Director of Housing Repairs and align services with LBHF’s climate and ecological emergency declaration.

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About You

Essential Experience & Skills:

• Proven track record in senior leadership roles within customer services, ideally in local government/housing.
• Expertise in customer insight strategies, performance frameworks, and contact centre consolidation.
• Strong knowledge of housing services (e.g., repairs, housing management, leasehold services).
• Ability to translate complex data into actionable plans and communicate vision across all levels.
• Desirable: Management/leadership qualifications or housing-related certifications.

You’ll Thrive If You:

• Are a strategic thinker with exceptional coaching skills and a passion for resident-focused outcomes.
• Excel in fast-paced environments, balancing innovation with cost-effective solutions.
• Understand legislation impacting housing services and local government operations.

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Why Join LBHF?

• Impactful Work: Shape services that directly improve residents’ lives in a dynamic London borough.
• Hybrid Flexibility: 3 days/week in Hammersmith office (4 days initially for onboarding).
• Innovative Environment: Lead the consolidation of customer services into a modern, multi-skilled hub.

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Apply Now

This is an urgent requirement for a leader passionate about housing excellence and customer insight. If you have the expertise to drive transformative change, apply today via Red Personnel.
Submit your CV highlighting your experience in housing repairs and customer service innovation.

Red Personnel and LBHF are committed to fostering an inclusive workplace. We welcome applications from all backgrounds.