Head of Customer Services

Lead Customer Service Excellence at Berneslai Homes!
Are you an exceptional strategic leader with a passion for customer service excellence and, organisational performance? Berneslai Homes is seeking a dynamic Head of Customer Services to join our Senior Management Team and play a pivotal role in delivering outstanding customer experiences, driving service improvement, and ensuring high quality services for our tenants and communities.

Who are we?

At Berneslai Homes we’re responsible for managing around 18,000 homes on behalf of Barnsley Council. We support tenants and work together to create thriving communities. We’re extremely proud that Barnsley Council, in partnership with Berneslai Homes, became the first local authority partnership in the UK to receive a top-tier C1 grading from the Regulator of Social Housing.

About the role

Berneslai Homes is looking for an exceptional Head of Customer Services to join our senior leadership team and play a pivotal role in shaping the future of customer service delivery across the organisation.

This is a high-impact, strategic position where you will work closely with the Executive Management Team to deliver our Strategic Plan, champion the customer voice, and drive transformational change across customer services, engagement, insight, and lettings.

As our strategic lead for customer services, you will:

• Lead the development and delivery of customer-focused strategies, ensuring services are inclusive, accessible, and responsive
• Act as a customer champion, embedding the tenant voice is at the heart of decision-making
• Ensure compliance with Consumer Standards, the Housing Ombudsman Code, and relevant housing legislation
• Provide expert advice and insight to the EMT, Board, and Council
• Oversee the Homeseeker Lettings Service and the strategic review of the Council’s Lettings Policy
• Drive continuous improvement, innovation, and transformation across services
• Lead on the complaints strategy, ensuring effective resolution, redress, and learning
• Develop and deliver our Customer First, Resident Engagement, and Insight Strategies
• Monitor performance and customer insight data to inform strategic direction
• Lead, inspire and develop high-performing teams and a positive, inclusive culture
• Manage significant budgets and resources, ensuring value for money
• You will also deputise for the Executive Director of Customer and Estate Services when required.

What we’re looking for

We need an inspirational and resilient leader who:

• Significant senior leadership experience within housing, customer services, or a related sector
• Strong knowledge of social housing regulation, allocations, complaints handling, and consumer standards
• A proven track record of delivering strategic change and service transformation
• Excellent governance, risk management, and compliance expertise
• The ability to analyse complex data and translate insights into action
• Outstanding communication and influencing skills, with experience engaging at Board level
• A strong commitment to equality, diversity, and inclusion
• An ability to lead high-performing teams in a fast-paced environment
• A relevant degree (or equivalent experience)

Why join us?

At Berneslai Homes, we’re committed to creating safe, sustainable and vibrant communities. Joining us means you’ll:

• Shape financial strategies and performance frameworks that directly improve services for tenants.
• Work with passionate, values driven colleagues in a forward-thinking organisation.
• Enjoy a competitive benefits package and opportunities for professional development.