Welcome Video from Executive Director for Customers and Operational Services, Francis Burrow
Assistant Director of Customer Support
Location: Hybrid working. Second floor, 230 Blackfriars Road, London, SE1 8NW
Salary: circa £110,000
The Opportunity
This is a senior leadership appointment at a pivotal point for Wandle. The organisation is delivering a refreshed corporate strategy centred on Right Homes, Right Services and Right Support, alongside a wider programme of organisational development designed to strengthen customer experience and service delivery.
The Assistant Director of Customer Support will play a key role in shaping how housing and customer operations work in practice. Bringing together housing, neighbourhood and customer contact functions, the role ensures these services operate as a coherent whole and that customers experience a clear and consistent journey when engaging with Wandle.
The role sits at the centre of Wandle’s customer-facing operations, providing strategic and operational leadership across multidisciplinary teams. Accountability spans service performance, financial oversight and translating organisational priorities into practical improvements that strengthen service quality, responsiveness and trust. This includes ensuring services respond effectively to the diverse and often complex needs of Wandle’s communities across south London.
Alongside day-to-day leadership, the role will help shape the continued development of Wandle’s housing operating model. The organisation is strengthening how services are organised, creating clearer accountability, stronger local presence and better coordination across teams. The Assistant Director will be central in driving and embedding this direction, ensuring housing management, neighbourhood delivery and customer contact operate in a more connected and effective way.
Ultimately, this is an opportunity to lead services that define how customers experience Wandle, building services that customers trust and can truly rely upon.
About You
This role suits a senior housing leader with a strong background in housing management, customer services or neighbourhood delivery within a social housing environment. A clear understanding of the regulatory and legislative framework that shapes the sector, together with a practical appreciation of what effective services look and feel like for customers and communities, forms an important foundation for the role.
Experience leading housing services through periods of change and improvement is essential, combined with the ability to translate organisational priorities into clear direction. Strengthening service performance and improving the overall customer experience sit at the heart of the role, supported by sound judgement and the ability to balance strategic thinking with operational delivery. Curiosity and creativity to look beyond traditional approaches, together with the confidence to bring new ideas and ways of working to life, will also be valued.
Given the breadth of the role, notable experience working across professional disciplines and building strong relationships across the organisation is expected. A collaborative leadership style, together with the confidence to contribute to organisational leadership as part of Wandle’s senior management team, will support success in the role.
A strong commitment to understanding and responding to the needs of diverse communities is equally important. Sensitivity to the realities many customers face in sustaining their tenancies, combined with an interest in partnership working with local authorities and other organisations, helps shape how services are designed and delivered.
Closing Date for Applications: Midnight Wednesday 22nd of April 2026
