Director of Customer Services


Hanover Scotland

Hanover has been providing housing and supporting people in Scotland for more than forty years.  Our core purpose is to help older people feel safe and secure at home and to live fulfilling and independent lives.  We provide and manage a wide range of housing and services, mainly for older people across 24 local authorities. We currently manage 5,000 homes, deliver care and support to many of our tenants and operate a telecare service to our tenants and a number of corporate clients.

The opportunity

We are looking to appoint a Director of Customer Services to join our Executive Leadership Team.  You will have responsibility for the leadership and direction of the Customer Services Directorate.

Our five-year strategy sets out our vision for the delivery of great services to our customers. A key focus in achieving this will be our new customer service model which will place customers at the heart of everything we do.

The Happy Customer Strategy is a key part of our transformational journey and builds on the vision set out in our Corporate Strategy and Business Plan 2022-2027, in which we committed to achieving three strategic goals:

  • Happy Customers • Desirable Homes • Resilient Organisation

We’re looking for a credible, energetic and commercially minded leader who will bring imaginative solutions to the Customer Service function and who will embrace our values, vision, and strategy.  You will report to the CEO and be responsible for a large team across Care, Housing and Telecare.

This is a fantastic opportunity to join an organisation that is striving for excellence and to have a tangible impact on the lives of older people in Scotland.

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How to apply?

For more information, or an informal initial discussion, please contact Ailsa Sutherland on 0131 539 7087

Ailsa Sutherland


Nadia Kalisiak

Talent Attraction & Research Consultant

Clare Stibbard

Executive Assistant

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Director of Customer Services

Hanover Scotland

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