Chief Customer Officer

Notting Hill Genesis (NHG) is one of London's most established housing associations, providing more than 67,000 homes and supporting 130,000 residents across the capital. As a not-for-profit organisation, we are committed to delivering high-quality, affordable housing and vibrant communities.

We are now seeking a Chief Customer Officer to join our executive team and oversee our customer-facing directorate. Reporting to the Chief Executive, this is a key role, providing clear accountability for the delivery of excellent resident services and neighbourhood management across all tenures.

As Chief Customer Officer, you will:

• 
  
• Support and guide high-performing teams across core operations, customer experience, estate management, repairs and income services
  
• Be responsible for the quality, safety and consistency of the resident experience
  
• Act as an advocate for customer-focused transformation, fostering a culture of service improvement and shared responsibility
  
• Contribute significantly to ensuring compliance with the Regulator of Social Housing's consumer standards
  
• Represent the executive at Board level through the operations sub-committee
  
• Help deliver NHG's strategic priorities through our Better Together plan
  

We are looking for:

• 
  
• An experienced senior executive with a background in housing, community services or a related field
  
• A strong track record of delivering large-scale change and improving customer service outcomes
  
• A thorough understanding of housing operations and the wider social and political landscape
  
• Excellent people skills, with a values-driven, inclusive and collaborative approach
  
• The ability to use insight, data and technology to improve resident services
  
• A balanced approach to achieving value for money and long-term organisational sustainability
  

With long-term investment, committed colleagues and a clear direction for the future, this role offers the opportunity to shape services that make a meaningful difference across London.

For more information please reach out to Tom Neely at or Eliot Jeffries at at Neemar Search to arrange a private discussion.

Our Commitment to Inclusion
Notting Hill Genesis is committed to building a diverse, inclusive and values-led organisation. We welcome applications from people of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we're happy to make reasonable adjustments throughout the process, please let us know if there's anything we can do to support you.

By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.

Job Summary

• Location

  London

  • Organization

    Notting Hill Genesis

    • Job Type

up to £250,000

• Closing Date

  22/08/2025

  • Reference ID

    35822

    • Documents
    Request a call back

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