Director of Customer Experience

About Link

Link Group is one of Scotland’s leading providers of affordable housing, support services and community regeneration.

We provide homes and services to over 15,000 households and work across 26 local authority areas. Our work spans social housing, property management, care and support, employability, financial wellbeing, and community investment. Everything we do is shaped by our values – valuing people, building communities, and working together.

With around 1,000 staff, volunteers and board members, Link is a sector leader committed to improving lives, driving innovation and building a more sustainable future. Over the next five years, we aim to deliver hundreds of new homes while adapting our services to reflect the changing needs of the people and places we work with.

Link Group is made up of several companies, working together across three directorates: People & Communities, Building Success, and Corporate Wellbeing.

People & Communities

The People & Communities directorate leads the delivery of customer-facing services across the Group, including housing, support, financial wellbeing and employability.

Key group partners within this directorate include:

Link Group Housing Services
One of Scotland’s largest housing associations, responsible for more than 10,000 tenancies. Link provides tenancy management, sheltered housing, and currently operates our central Customer Service Centre. It also delivers accredited welfare advice to help customers navigate benefits and financial hardship.

LinkLiving
A trauma-informed organisation supporting people with a wide range of needs, including mental health, homelessness, learning disabilities and older age. LinkLiving also runs award-winning employability and volunteering services in Falkirk, Fife and Edinburgh.

Horizon Housing Association
Promotes inclusive independent living through accessible, affordable homes. Horizon manages around 900 properties and delivers specialist services for disabled and older people.

Larkfield Housing Association
Based in Greenock, Larkfield manages over 1,000 homes in Inverclyde, supporting quality housing and local regeneration.

West Highland Housing Association
Provides more than 750 homes across Argyll and the Inner Hebrides. West Highland supports rural communities and works closely with local partners to grow and sustain housing provision in remote areas.

Building Success

The Building Success directorate oversees Link Group’s commercial operations and property services.

C~urb
C~urb is Link Group’s property services partner, delivering development, maintenance, and management services across the Group and to external clients. Its work includes new-build housing, planned and reactive repairs, and environmental improvements. Curb places sustainability and community benefit at the heart of its approach – building homes and services that support long-term wellbeing.

Corporate Wellbeing

Corporate Wellbeing supports Link Group’s internal operations and future growth, with a focus on governance, professional services, and digital transformation. It includes:

• Communications and Engagement
• Corporate Governance
• Digital Services
• Finance
• Health and Safety
• Human Resources
• Strategy and Business Support
• Sustainability

These teams work together to ensure our people, partners and customers experience a professional, accountable and forward-looking organisation.

Link continues to evolve – shaping services around the people we support, investing in digital tools and partnerships, and responding to Scotland’s changing housing needs.

Learn more at linkhousing.org.uk.