Job Introduction
A rare chance to lead something special..
Our brilliant Director of Customer Channels is heading into a well‑earned retirement (cue the cake and confetti!). That means you could step into a role with serious scope: shaping how every customer experiences Yorkshire Housing - from the first “hello” to the “all sorted, thanks!”.
This is a big, exciting, sleeves‑rolled‑up Director gig that blends strategy, delivery and influence. Ready to make your mark?
What you’ll lead (and supercharge)
All direct customer‑facing channels: our contact centre, emerging digital channels, income services and complaints - you’ll set the direction and ensure the day‑to‑day is brilliant and consistent.
High‑stakes performance: you’ll be accountable for business‑critical KPIs (including complaints and arrears) that report up to our Executive Team and Board.
Tech that actually changes things: you’ll sponsor major programs like Salesforce and automation to make journeys simpler and service smarter.
Serious stewardship: you’ll oversee significant budgets and the annual rent roll of around £110m, making sure we deliver value and impact.
Regulatory confidence: you’ll keep us fully aligned with legislation and the Housing Ombudsman Complaint Code.
Brilliant teams: you’ll motivate and inspire your team of 100+ colleagues - creating a culture where people love doing their best work.
Real influence: you’ll report to our Executive Director of Customer Experience, engage with our Board and Committees, and sit as a quorum member on the Transformation Board.
Your first 12 months;
Set a clear channel vision that makes every interaction effortless and human - with a roadmap that the whole organisation can rally behind.
Dial up digital: make smarter use of insight and behaviour data to expand self‑serve and design journeys people choose to use.
Lift our KPIs: faster resolution, fewer escalations, tighter arrears control, and complaints that lead to visible learning across the business.
Embed new tech in a way that sticks - tooling that empowers colleagues and delights customers.
Coach leaders to thrive: clear accountability, energized teams, and a reputation for calm, confident delivery when the pressure’s on.
You’ll smash this role if…
You’ve led at senior level in complex, multi‑channel customer environments and love balancing strategy with day‑to‑day excellence.
Transformation is your happy place - you’ve taken big programmes from concept to reality and brought people with you.
You’re fluent in regulation and consumer standards, including the Housing Ombudsman’s Complaint Code, and comfortable influencing at Board level.
You’re data‑driven and people‑powered: bold, evidence‑based decisions paired with empathy and clear communication.
You’ve got the quals: a Level 5 Certificate in Housing (or equivalent) is great - or you’re up for achieving it. Sector experience and leadership/coaching quals earn bonus points.
If this sounds like you, you’ll feel right at home here.
Why this is a career‑defining move..
Scope & visibility: Run a high‑impact directorate that shapes the experience of thousands of customers and is central to our strategy.
Genuine inclusion: Bring your whole self; help others do the same. We’re committed to equality, diversity and inclusion, and we want leaders who champion it.
Tech & talent: Lead talented teams and the tools that help them shine - with the autonomy to make smart, customer‑obsessed choices.
Flexibility that works: We’re serious about Agile/Homeworking and enabling you to do your best work. Plus, there’s a car allowance
The nuts and bolts
In return for your expertise, we’re offering a salary of £110,000 plus £3,500 car allowance per year for a 35-hour week, 30 days annual leave, rising to 35 plus Bank Holidays. You’ll benefit from a flexible reward package, including a cash plan for prescriptions and eye tests, retail discounts, and a pension scheme with matched contributions up to 9%. Wellbeing is a priority, with access to free fitness classes, instant My GP service, and counselling sessions.
Discover more about our employment perks here.
We’re committed to building an inclusive and diverse workplace where everyone can contribute their best work and be themselves. We welcome candidates from all backgrounds and encourage you to apply even if your experience doesn’t match every requirement. If you need support with your application or have questions, contact our recruitment team at recruitment@yorkshirehousing.co.uk.
Important stuff;
This role will close on 22.02.26, but we may close earlier if we receive loads of smashing applications so don’t delay.
With first stage interviews expected to take place via MS Teams on 04.03.26 & 12.03.26 . The 2nd stage will be face to face in our Leeds workspace 31.03.26. Internal applicants must inform their current line manager – it’s the right thing to do!
Attached documents
