Executive Director of Customer Service

Executive Director of Customer Service

Join to apply for the Executive Director of Customer Service role at Settle Paradigm.

Location: Hybrid working with c 50% office presence, location flexible across our two main office bases, with regular travel across Hertfordshire, Bedfordshire, Buckinghamshire and surrounding areas.

Salary: Circa 180k with excellent benefits.

Recruitment partner: Neemar Search is the exclusive recruitment partner. Please contact Tom Neely () or Hannah Smith () for applications or further information.

Settle Paradigm is a new organisation formed through the merger of Settle Group and Paradigm Housing Group. Our priority is to deliver more high‑quality affordable homes, excellent services and neighbourhoods we can be proud of. We currently manage 27,000 homes across Buckinghamshire, Bedfordshire and Hertfordshire, and by joining together we can realise the benefits of being larger while remaining local.

This role offers the opportunity to shape the future of customer service in one of the UK’s most ambitious housing groups. As Executive Director of Customer Service, you will be the strategic lead for all resident‑facing services, ensuring an outstanding and consistent experience for our customers across all tenures and touchpoints.

• Lead the resident strategy, ensuring services are proactive, compliant, and driven by data and insight.
• Oversee housing management across all tenures, including services delivered by external agencies.
• Lead the operational delivery of the call centre, complaints handling, and resident engagement functions.
• Ensure a culture of continuous improvement, performance excellence, and professional development within your teams.
• Champion resident involvement and ensure it drives meaningful service development and change.
• Contribute to wider corporate strategy, risk management and post‑merger integration across the Group.

• Executive‑level experience in a large, complex, multi‑site social housing or related environment.
• Proven track record of leading customer service or resident operations, ideally including post‑merger integration.
• Strong understanding of regulatory frameworks including the RSH consumer standards and the Housing Ombudsman’s requirements.
• A values‑led approach with a passion for delivering social impact, inclusion, and high performance.
• Excellent leadership skills, with the ability to inspire and empower multi‑disciplinary teams and deliver change at scale.
• Strong commercial acumen, with the ability to use insight and data to drive decisions and innovation.

You will be collaborative, resilient, and focused on outcomes with a personal commitment to service excellence, resident involvement and team development.

This is a pivotal role in a dynamic and forward‑thinking organisation. You will play a critical part in shaping resident services during a period of transformation and opportunity, with the full support of a committed Executive and Board. We offer a supportive and ambitious environment where your leadership can make a real difference to people, place and purpose.

At Settle Paradigm, we know that our people are at the heart of everything we do. We believe that what makes working here different is our commitment to be a place where people enjoy their work, where everyone can belong, and where professionalism and passion shine through in everything we do.

As an employer of over 1,000 people, we are committed to creating an inclusive workplace and community where everyone is respected, valued and welcomed. We promote fairness and ensure no discrimination based on age, disability, gender, race, religion or other protected characteristics.

We positively promote diversity and welcome applications from individuals 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, your details will be shared with relevant third parties as part of the recruitment process.

Executive

Full‑time

Other