Head of Customer & Neighbourhoods

Head of Customer & Neighbourhoods

Location: Stoke-on-Trent / hybrid

Salary: £64,204.80 a year

At Honeycomb Group, we're passionate about creating thriving communities and delivering exceptional services that put people first. We're looking for an inspiring and strategic Head of Customer and Neighbourhoods to lead the development of our customer-centred approach, shape the future of our neighbourhood services, and ensure our customers receive the high-quality experience they deserve.

This is an exciting opportunity for a forward-thinking leader who is passionate about housing, customer service and innovation. You'll play a key role in driving service excellence across the Group while leading teams that make a real difference to people's lives every day.

As Head of Customer and Neighbourhoods, you'll provide strategic and operational leadership across housing and customer services. You'll be responsible for developing and delivering our customer-centred strategy, overseeing our Neighbourhood Housing Model and Customer Hub, and ensuring our services remain responsive, accessible and focused on customer needs.

Working closely with colleagues across the Group, you'll champion continuous improvement, lead service transformation initiatives, and ensure compliance with regulatory customer standards while fostering a culture of engagement, performance and innovation

What You'll Do

• Lead the delivery of our customer-centred strategy, ensuring outstanding customer experiences across all services.


• Develop and embed our neighbourhood model, supporting customers and colleagues through change.


• Lead housing management operations and shape the future direction of neighbourhood services.


• Drive innovation in customer contact and feedback systems, using digital solutions and customer insight to improve services.


• Strengthen customer engagement and empower customers to influence service delivery.


• Ensure compliance with housing regulation, customer standards and GDPR requirements.


• Lead and develop high-performing teams through coaching, motivation and effective people management.


• Manage budgets, resources and operational risks while delivering value for money and social value.


• Build strong partnerships with local authorities, registered providers, regulators and external stakeholders.


• Prepare and present reports and recommendations to Boards, Committees and senior stakeholders.

Who You Are

We're looking for a leader who combines strategic thinking with a genuine passion for people and communities. You'll be someone who can inspire others, challenge traditional thinking and create services that customers genuinely value.

You'll bring:

• Degree-level education or significant experience within housing, customer services or a related field.


• Membership of the Chartered Institute of Housing (CIH) and a CIH Level 5 qualification, or willingness to achieve it.


• Substantial experience delivering exceptional customer-focused services.


• Strong knowledge of affordable housing, housing regulation and customer service standards.


• Experience developing and implementing business and digital transformation strategies.


• Excellent communication, influencing and relationship-building skills.


• Strong commercial awareness and the ability to balance customer outcomes with organisational objectives.


• Emotional intelligence, resilience and the ability to collaborate across all levels of an organisation.


• A coaching leadership style that brings out the very best in others

This is an opportunity to lead meaningful change, influence strategic direction and work alongside passionate colleagues dedicated to making a difference. If you're an ambitious, customer-focused leader ready to shape the future of customer and neighbourhood services, we'd love to hear from you!

Learn more about our great staff benefits, how we live by our Honeycomb values, and what it's like working here by visiting our Careers Hub.

Closing date: 30th November 2026

Shortlist date: 1st December

Interview date: Week commencing 7th December 2026