Head of Customer Services

Location: Barnsley, South Yorkshire Salary: £68,076 to £73,366 Contract: Permanent Closing Date: Monday 22 June 2026

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.

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.

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 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.

We need an inspirational and resilient leader who:

• Has significant senior leadership experience within housing, customer services, or a related sector
• Has strong knowledge of social housing regulation, allocations, complaints handling, and consumer standards
• Has a proven track record of delivering strategic change and service transformation
• Has excellent governance, risk management, and compliance expertise
• Can analyse complex data and translate insights into action
• Has outstanding communication and influencing skills, with experience engaging at Board level
• Is committed to equality, diversity, and inclusion
• Can lead high‑performing teams in a fast‑paced environment
• Has a relevant degree (or equivalent experience)

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.