Salary: £156,000 plus pension and benefits
About the Role
Reporting directly to the Chief Executive, the Chief Customer Officer will provide strategic and operational leadership across all resident-facing services. The role will shape and drive Eastlight’s customer service and contact strategies, aligning them with corporate priorities while championing digital transformation, inclusion and accessibility.
As Executive Lead for the Customer Influence Committee and wider resident engagement, the Chief Customer Officer will ensure residents are empowered to influence services through meaningful co-creation, embedded in Eastlight’s ethos of “Think Customer”. The role also provides assurance to the Board and Regulator, maintaining the highest standards of compliance, safeguarding, data protection and service excellence.
Key Responsibilities
* Lead the transformation of customer-facing services, ensuring they are data‑informed, digitally enabled and value for money
* Oversee resident operations, embedding high performance, inclusion and consistent service standards
* Act as Executive Lead for resident voice and co‑creation, influencing through the Resident Charter and related mechanisms
* Ensure compliance with consumer standards and regulatory requirements
* Drive innovation, continuous improvement and customer insight across all services
* Represent Eastlight externally, building strategic partnerships and promoting sector-wide collaboration
* Lead and develop high‑performing teams with a culture of accountability and inclusion
About You
You will be an experienced executive or senior leader in customer‑facing services within social housing or a similarly regulated sector. Your track record should demonstrate a strong commitment to service innovation, cultural transformation, and tangible improvements in customer satisfaction and efficiency.
* Proven ability to deliver strategic change, balance social purpose with commercial drivers, and lead large-scale operations
* Strong understanding of customer-focused services, resident engagement and operating within regulated environments, with the ability to translate this effectively into a social housing context
* Excellent leadership, communication and stakeholder engagement skills
* A commitment to equality, diversity and inclusion in service delivery and leadership
Our Commitment to Inclusion
Eastlight Community Homes is committed to building a diverse, inclusive and values-led organisation. We 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.
Contact Information
For more information please reach out to Tom Neely, Director at Neemar Search (tomneely@neemarsearch.com) or Hannah Smith, Consultant at Neemar Search (hannahsmith@neemarsearch.com / 07942342757).
EEO Statement
By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.
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