Executive Director of Customer Services

The Guinness Partnership provides services to more than 140,000 customers in our 65,000 homes nationwide. With a turnover of over £370m and a truly national presence, Guinness is one of the largest housing providers in the sector. We launched our Guinness 2023 Strategy last year and now is a great time to join us for this next exciting chapter in our story.

Our new Executive Director of Customer Services will lead one of our largest service teams, incorporating our customer service centre, face to face customer liaison teams, estates services, tenancy support, and homeowner services. You will engender a culture of continuous improvement across your teams, also ensuring our outsourced contracts deliver quality as well as value. It is vital that what we do is informed by listening to our customers and you will play a key role in addressing our approach to customer engagement and scrutiny. Finally, you will drive forward our digital transformation, positioning us as a true omni-channel provider.

The Role

As an Executive Director reporting directly to the Chief Executive, contribute effectively to leadership of The Guinness Partnership and the delivery of the forward strategy

Take leadership responsibility for a team of around 800 staff across a range of operational functions

Working with colleagues across the business, improve outcomes for customers by driving a contemporary, digitally enabled approach to customer service, engendering a high performance and customer-focused culture


A track record of senior leadership of customer services, within an organisation of comparable scale and complexity

Experience of delivering digital services and promoting channel migration

Commercially astute and driven by a strong sense of social purpose, with a commitment to enhancing Guinness’s reputation as a leader in the sector.

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