Salary Circa £160,000 per annum + Company car
Location Flexible
{Mergefield Value}
{Mergefield Value}

Published

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Closing

in X days

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Contract: Permanent
Workstyle: Roaming
Location:  Across the East, Midlands and West (Bromford Flagship 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.

The Company

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.

Flexible and hybrid working; many roles support working across our main locations and home

Performance related pay based on shared success

A choice of pension schemes with employer contributions of up to 10%

Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family

Generous holiday, occupational sick pay and paid family leave

Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more

Attractive career development opportunities

  • Innovation

We are creative and fearless in our work.

  • Accountability

We take ownership of our work and lead from the front.

  • Teamwork

We collaborate widely and build supportive environments.

We’re Bromford Flagship LiveWest (BFL), a place-based affordable housing provider supporting almost 300,000 customers across the southwest, central and east of England.

Our purpose is simple and honest: we invest in homes and relationships so that people can thrive. As the UK’s largest provider of new affordable homes, we deliver over 3,000 new homes each year—helping to meet growing demand and build stronger communities.

Why our work matters
The need for safe, affordable housing has never been greater. Rising costs, growing inequality and increasing homelessness are making it harder for people to buy or rent a home. Strong housing associations like BFL play a vital role in providing quality homes and creating opportunities for a better future.

Through place-based working, our teams build progress from the ground up. You’ll find us at the heart of the communities we serve—strengthening neighbourhood relationships, responding quickly to changing needs and planning for the long term.

We’re also a place where people can grow. We give our colleagues the tools and opportunities to build meaningful careers, develop future-ready skills and perform at their best, all within a supportive and inclusive culture guided by our values.

We’re a place for people determined to make a difference.

Bromford Flagship LiveWest. A place to make your own.

We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.

We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.

Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.