Contract: Permanent Workstyle: Roaming Location: Across the East, Midlands and South-West (Bromford Flagship LiveWest geography) Closing Date: Thursday 30 April 2026 Own Place. Lead performance. Transform customer experience. We’re seeking an experienced, values‑driven Divisional Director – Customer to lead large‑scale, place‑based customer services across our regions. Reporting to the Chief Customer Officer, this executive role holds full accountability for operational performance, customer outcomes, and financial sustainability across the division. You’ll be a visible, inspirational leader — shaping how customer services are delivered locally while driving transformation at scale. What you’ll be responsible for Full accountability for regional customer operations, including neighbourhoods, housing management, income, lettings, communities, and customer services Acting as the senior champion for place‑based working, embedding a local, integrated approach that reflects the needs of customers and communities Owning divisional performance, including customer satisfaction, income collection, complaints, and regulatory outcomes Leading and developing Regional Directors, fostering a culture of accountability, empowerment, and customer focus Managing divisional budgets and resources, balancing strong performance with value for money Driving operational transformation — digital adoption, process improvement, and service integration Acting as a senior external representative with regulators, local authorities, partners, and customer groups Ensuring customer services across the division consistently meet the Regulator of Social Housing Consumer Standards, including neighbourhood and community services, tenancy management, and transparency, influence and safeguarding. What you’ll bring Senior leadership experience in large‑scale, decentralised customer or housing operations Proven success leading regional or place‑based services with clear accountability for outcomes Strong commercial and financial acumen, including budget ownership and income performance Experience leading complex operational change and transformation Exceptional people leadership skills, with a visible, authentic approach Commitment to achieving CIH Level 5 (if not already held) Why join us? This role offers the chance to shape how customers experience our services at a local level, lead significant teams through change, and play a central role in delivering our long‑term strategy. How to apply Please submit your application by Thursday 30 April. Early applications are encouraged, as we reserve the right to close the advert early if a high volume of applications is received. The recruitment journey will involve a two-stage process, including a first-stage interview and presentation, followed by a second-stage interview, taking place throughout May 2026.