Director of Customer Service

Barrhead Housing Association
Director of Customer Service

EVH Grade 9 (SM11–13) – £73,556-£77,083

Glasgow

We’re looking for an inspiring, customer‑focused leader to join Barrhead Housing as our Director of Customer Services. This is a key role at the heart of our organisation -shaping the services and experiences we deliver to our tenants, owners, residents and wider community.

As part of our Executive Team, you’ll lead three core operational areas: Housing, Community Investment and our Customer Hub. With three direct‑report managers and their wider teams, you’ll ensure our services are joined‑up, high‑performing and built around what customers need.

What You’ll Lead

Housing Services

Delivering excellent housing management, tenancy sustainment and older people’s housing, ensuring safe, thriving neighbourhoods.

Community Investment

Driving social value, partnerships and programmes that strengthen local communities and create meaningful opportunities.

Customer Hub

Leading our customer‑facing operations, ensuring every interaction is accessible, inclusive and reflects our RADAR values.

You’ll also deputise for the Chief Executive when required, contributing to leadership across the organisation.

What You’ll Shape

• Customer experience across all channels
• Service design informed by data, insight and lived experience
• Innovation and digital transformation
• Partnerships that benefit customers and communities
• Strong performance, compliance and continuous improvement

About You

You’ll bring strategic thinking, a people‑centred leadership style, and a passion for delivering excellent customer outcomes. You’ll have experience leading multi‑disciplinary teams and driving service improvement – ideally within housing or public services. You’ll also bring:

• A strong understanding of customer experience, with the ability to translate insight, data and feedback into better services.
• Inclusive leadership that builds trust, empowers teams and nurtures a positive, learning‑focused culture.
• Confidence in managing change, whether improving systems, redesigning services or leading digital transformation.
• Excellent communication skills, able to engage customers, colleagues, partners and board members with clarity and authenticity.
• A collaborative mindset, working easily across departments, with partners and within the wider community.
• A values‑driven approach, aligning naturally with our RADAR values and commitment to equity, diversity and inclusion.
• A genuine motivation to make a difference, improving the lives of customers and strengthening local communities.

What We Offer

• Permanent, full‑time (35 hours)
• EVH Grade 9 (SM11–13) – £73,556-£77,083
• 40 days annual leave, including public holidays
• A flexible, inclusive, values‑driven culture
• The opportunity to shape services that genuinely change lives