Executive Director, Customer Services

This is an exciting opportunity for an accomplished and values-driven leader to join CHS Group (Cambridge Housing Society) as our new Executive Director Customer Services following the retirement of the current postholder.

Mission and ambition

CHS Group is an independent charitable housing association and social enterprise serving Cambridge and Cambridgeshire. We provide affordable rented and shared ownership homes housing with care for older people supported housing and a range of community services that help people build stability independence and opportunity. We currently own and manage over 3000 homes across the county.

Founded in 1927 our mission to meet the need for affordable homes in and around Cambridge is as relevant and urgent today as it has ever been. As a locally rooted organisation we combine strong community connections with the ambition to deliver high-quality homes and services that enable people to flourish.

For further information about CHS please visit our website at

CHS is a well-led financially strong organisation with the highest governance and viability ratings of G1/V1. We are ambitious for our customers and place them at the heart of everything we do building on well-established tenant engagement and a strong commitment to listening learning and improving. With the development of a new Corporate Plan ongoing digital development and a clear focus on service excellence this is an exciting time to join us and lead and shape the next phase of our housing management and customer services while also overseeing complaints and our small development team.

The person we need

Our new Executive Director will bring:

• A strong track record of strategic leadership in housing management and customer services within a regulated environment delivering excellent outcomes and building a high-performance customer-focused culture.
• In-depth expertise in housing legislation tenancy law safeguarding and the regulatory framework for social housing.
• Proven success in improving customer satisfaction service accessibility and operational performance through effective use of data insight and service design.
• Experience of leading high-quality complaint handling embedding learning and using insight to drive service improvement.
• Experience of leading digital and process change that enhances the customer experience and improves organisational effectiveness.
• The ambition judgement and partnership skills to evolve services inspire colleagues and help deliver our new Corporate Plan.
• Ofqual-regulated level 5 qualification in housing management / foundation degree (or equivalent).

A credible and collaborative leader you will bring the communication skills presence and emotional intelligence to build strong relationships with the Board colleagues tenants and partners. You will also demonstrate the integrity values and personal qualities that reflect CHSs culture and ways of working.

Deadline for applications: 5pm Sunday 14th June 2026

Interview dates: Friday 3rd July 2026

INDHIGH

Founded in 1927 Cambridge Housing Society (CHS) is an independent housing association with over 3000 homes in Cambridge and Cambridgeshire. We are one of only two independent housing associations working just in Cambridgeshire and we are the only one to offer a blend of affordable rented homes specialist supported housing and a range of community support services.

Our Purpose
We are here to enable people to flourish by providing security and creating opportunities through the delivery of high-quality Cambridgeshire based homes with support.