Director of Customer Services

Salary: Competitive
Location: Stratford, London or Trafford, Manchester
Closing date: Sunday 15th February, midnight

Director of Customer Services.docx

Would you like the opportunity to lead a complex andhigh-performing customer service team during a period of strategictransformation, shaping how L&Q responds to customer enquiries andtransforms its approach to complaints? At L&Q, we passionately believe thata great customer experience, built on trust, responsiveness, and empathy, is asessential as quality homes. Our transformation journey is driven by acommitment to design a new operating model that delivers the best possibleoffer for our customers and supports our organisational evolution.

As our Director of Customer Service, you will providevisible, resilient leadership to a large, dispersed team delivering a demandingservice. Our contact centre colleagues work remotely and handle challengingsituations every day, so your ability to inspire, motivate and support themwill be critical. You will lead the contact centre operations, ensuringefficiency, consistency, and excellence in customer engagement, while shaping aproactive and learning-led approach to complaint resolution and prevention. Workingclosely with the Transformation Programme, you will deliver a new targetoperating model that simplifies processes, embeds digital tools, and nurtures ahigh-performing customer-first culture. You will champion the reimagining ofcustomer services in ways that promote visible, meaningful improvements andcollaborate with senior leaders across Housing, Property Services, Investmentand IT to embed the voice of residents in decision-making.

This is both a critical and an exciting time for L&Q. Wehave recently made significant investment in our customer service andneighbourhood housing teams, strengthening capacity and capability to improveresponsiveness and consistency. These enhancements will enable us to reducewaiting times, deliver a more seamless experience for residents, and ensure ourservices are equipped to meet future demands. This role offers the opportunityto be at the heart of that change, helping shape the next chapter of ourtransformation journey.

We are looking for an experienced leader from social housingor an allied customer-focused, regulated sector, with a proven track record ofmanaging large, remote teams delivering complex services under pressure. Youwill have the ability to lead transformation programmes involving processredesign, system implementation, and cultural change, alongside strongjudgement and collaboration skills to influence across functions and elevatethe resident voice. Above all, you will be passionate about building inclusive,empowered teams aligned around delivering exceptional customer service anddriving operational excellence.

At L&Q, we nurture an empowering and values-drivenenvironment where colleagues feel respected, supported, and inspired to deliverexcellence. Diversity and inclusion are actively lived, and all voices arevalued. Continuous improvement is celebrated, mistakes are learningopportunities and successes are shared wins. Residents are central to everydecision; their feedback informs outcomes.

If you are excited by this fantastic opportunity and would like to learn more about how you could help us achieve our ambitions, then please reach out to our partners at GatenbySanderson.

Rosie Gunn on 07964 841 007
Sandra Jones on 07826 404 091
Or visit the microsite by clicking here: https://join-lq.co.uk/

Closing date: Sunday 15th February 2026 – midnight

We are committed to building a truly diverse and inclusive leadership team. We value diversity in all its forms, including gender, ethnicity, disability, age, sexual orientation and identity and recognise the importance of representation at senior levels. As part of our commitment, we guarantee an interview for at least one female candidate and one candidate from an ethnically diverse background for all senior leadership roles, provided they meet the essential criteria.