The vacancy
At Connexus, we are dedicated to providing safe, high-quality homes and services that our customers can rely on. As we continue to adapt to evolving customer needs and regulatory expectations, we are seeking a strategic and customer-focused Head of Customer Services & Engagement to lead our approach to service delivery, complaints handling, and customer engagement across all contact is a pivotal leadership role within our Customer Directorate, responsible for shaping and embedding a culture of customer-first service, compliance, and continuous improvement. You will ensure that Connexus not only meets but anticipates the requirements of the Housing Ombudsman, Consumer Standards, and other relevant legislation, driving innovation and championing the customer voice at every Responsibilities Provide strategic and operational leadership for customer services, complaints handling, and engagement activities. Lead and develop a team of around 30 colleagues (including 3 direct reports), fostering a culture of performance and accountability. Champion customer feedback and engagement to drive service improvement and shape organisational strategy. Ensure compliance with all relevant legislation, regulatory standards, and sector best practice. Drive digital transformation and innovation to enhance customer experience and accessibility. Collaborate with internal and external partners to deliver excellent customer outcomes and support thriving You Substantial experience in managing customer service operations, complaints handling, and/or engagement in a regulated environment. Strong knowledge of Housing Ombudsman requirements, Consumer Standards, and sector best practice. Proven ability to lead, motivate, and develop high-performing teams. Excellent communication, negotiation, and influencing skills. Financially astute with experience managing budgets and delivering value for money. CIH Level 5 qualification (or commitment to achieve) and evidence of continued professional role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices, with Head office at Craven Arms and travel to other offices as more information about Connexus, please view our candidate pack here: We are hiring a Head of Customer Services & Engagement ¦ ConnexusShortlisting date: 26 January 2026Interview date: 10 & 18 February 2026About ConnexusConnexus is a rural housing association with its heritage in Shropshire and Herefordshire, providing good quality, affordable and safe homes that customers are proud to live in. We create inclusive neighbourhoods, sustainable rural communities, and provide services that support our customers to build a life in their home. The work our teams do is varied, and no two days are the same. We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.