Regional Director - Customer; East

This is a pivotal leadership appointment where customer experience, colleague engagement and place-based strategy sit at the heart of success.

Shape the future of customer experience in our communities.

At Bromford Flagship Livewest we believe everyone deserves a safe, secure and warm home. As our Regional Director
- Customer
, you will be the leading customer voice within the region, driving the delivery of outstanding services while shaping the future of our customer and colleague experience.

This is a highly visible leadership role, responsible for translating our organisational vision into a customer-focused regional strategy that delivers excellent outcomes for residents, colleagues and communities. You'll build on strong existing foundations, ensuring our services continue to evolve to meet changing customer needs while maintaining the trusted relationships already established across the business.

We are seeking an inspirational leader who understands that great customer outcomes are achieved through engaged colleagues, strong partnerships and a deep understanding of place.

You will lead the development and delivery of customer strategy across the region, ensuring services remain locally responsive, commercially sustainable and focused on achieving the highest standards of customer satisfaction. Working alongside Heads of Service and senior leaders across Housing, Property, Compliance and other business areas, you will champion a culture of collaboration, accountability and continuous improvement.

This role offers the opportunity to influence strategic direction, drive transformational change and ensure that customer insight remains central to decision making across the organisation.

Location: Regional (Candidates should be based within the region or demonstrate exceptional knowledge of the local communities, demographics and housing landscape)

Hours: Full Time - 37 hpw
- Monday to Friday

Contract: Permanent

Benefit Package: Market-leading salary and excellent benefits

• leading the regional customer strategy and ensuring delivery of exceptional customer outcomes.
• developing and implementing new approaches, initiatives and service improvements that enhance both customer and colleague experience.
• using customer insight, operational performance data and local knowledge to shape priorities and drive continuous improvement.
• maintaining and strengthening trusted relationships with Heads of Service and other senior stakeholders across the business.
• acting as a compelling ambassador for customer excellence, influencing and securing buy-in from colleagues, customers, partners and executive stakeholders.
• building strong relationships with local authorities, community organisations and strategic partners.
• leading high-performing teams through change while creating a culture where colleagues feel empowered, engaged and supported.
• ensuring services remain compliant, efficient and aligned with organisational objectives and regulatory requirements.

We are particularly interested in hearing from candidates who have:

• significant senior leadership experience within housing or a similarly customer-centric and regulated environment.
• a proven track record of developing and successfully implementing customer, operational or service transformation strategies.
• demonstrable experience improving customer satisfaction, service delivery and colleague engagement.
• outstanding stakeholder management skills with the ability to influence, challenge and gain commitment at all levels.
• strong commercial awareness and experience managing significant operational budgets.
• a genuine passion for customers, communities and creating services that make a meaningful difference.
• the credibility and relationship-building skills to continue the excellent partnerships already established across the business.
• deep knowledge of the region, its communities and demographics, either through living and working locally or through extensive professional experience within the area.
• the ability to balance strategic thinking with operational delivery and execution.

This is more than an operational leadership position. It is an opportunity to shape how customers experience our services, influence organisational strategy and improve outcomes for thousands of residents across the region.

This is an exciting time to join BFL. Through strong performance, financial resilience and a clear commitment to investing in homes, communities and services, the organisation is delivering meaningful improvements for customers while continuing to grow and evolve.

As Regional Director
- Customer, you will have the opportunity to build on this success by shaping the future customer experience across the region. Working at the forefront of strategic change, you will help ensure that every decision reflects the needs of customers and communities, creating services that are locally responsive, colleague-led and truly customer-focused.

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