Assistant Director of Housing & Customer Experience

Assistant Director of Housing & Customer Experience

Hybrid, Lochside House, Edinburgh, EH12 9DT

A senior housing leadership role, with a 4-day working week and the opportunity to shape customer experience across Ark.

At Ark, our customers are at the heart of everything we do. As a values-driven housing and social care organisation, we create inclusive communities where people can live with dignity, independence and belonging.

We are seeking an Assistant Director of Housing & Customer Experience to lead our Housing, Neighbourhood and Customer Services functions across the Ark Group. This is a key role at an exciting time as we continue to strengthen our customer-first approach and deliver excellent outcomes.. You will help shape our emerging new 5 year business plan, evolve our digital services, drive customer satisfaction and ensure we have the people, systems and partnerships needed to deliver our long-term ambitions.

About The Role

This is a strategic and hands-on leadership role with significant influence across the organisation. You will help shape how Ark delivers housing and customer services, ensuring our services remain responsive, customer-focused, compliant and fit for the future.

Our corporate services roles are based on a 4-day working week, with no loss of pay. We believe this supports focused time, healthier workloads and more sustainable performance, helping colleagues do their best work while maintaining balance.

As a member of Ark's Senior Leadership Team, you will provide leadership and business management across housing management, tenancy sustainment, neighbourhood services, customer services and customer engagement. You will play a pivotal role in delivering Ark's strategic priorities, strengthening customer outcomes and embedding a culture of service excellence across the organisation.

Day to day, you'll be involved in things like:

• Leading Ark's Housing and Customer Experience strategic priorities;

• Operational responsibility for Ark’s subsidiary companies; Ark Services Limited and Ark Commercial Investment Limited

• Providing strategic advice to the Executive Team, Senior Leadership Team and Board of Management;

• Driving customer engagement, insight and service improvement;

• Leading performance, compliance and regulatory assurance activities;

• Using customer feedback and performance data to improve outcomes;

• Developing high-performing teams and a culture of customer service excellence;

• Building partnerships with local authorities, regulators and key stakeholders.

About You

We're looking for someone who brings:

• A strong track record in a senior housing, portfolio management, customer experience or related leadership role;

• Experience operating as part of a senior leadership team;

• Experience leading customer-focused services and service improvement;

• Strong knowledge of housing regulation, governance and compliance;

• Experience using performance data and customer insight to support decision-making;

• Experience preparing Board papers and presenting at senior governance forums;

• Excellent leadership, stakeholder management and influencing skills.

Most importantly, you will be a visible, inclusive and values-driven leader who can build trust, influence effectively and support others to deliver excellent outcomes.

You will bring professional credibility, sound judgement and the ability to balance strategic ambition with practical delivery.

Why Work With Us?

At Ark, you will join an organisation with a clear social purpose and a genuine commitment to improving lives.

You will also join us at an exciting time as we continue to strengthen our customer experience offer, develop our services and deliver on our strategic ambitions. This role provides the opportunity to shape how housing and customer services are delivered across Ark for years to come.

As Assistant Director of Housing & Customer Experience, you will lead services that directly affect thousands of customers and communities across Ark. This role offers the opportunity to influence strategic direction, drive meaningful service improvement and make a lasting difference to people's lives.

We offer:

• A 4-day working week with no loss of pay;

• Hybrid working;

• A generous annual leave allowance, with additional leave awarded as your service grows;

• 4% contributory pension (salary sacrifice scheme);

• Employee Assistance Programme and wellbeing support;

• Employee discounts, access to Blue Light Card and Cycle to Work scheme;

• Annual leave buy and sell options.

Ark is a values-driven housing and social care organisation. We aim to create inclusive communities where people can live with dignity, independence and a sense of belonging, and that starts with how we treat our colleagues.

For the full job outline and details on how to apply, please click the Apply button now.

Applications close at 5pm on Sunday 20th September 2026.