Executive Group Director, Customer Service
Executive Group Director, Customer Services
Salary: Competitive
Location: Stratford, London or Trafford, Manchester
Closing date: Tuesday 28th October, 9am
Would you like the opportunity to shape the future of customer service for one of the UK’s largest housing associations, improving the resident experience and opportunities for 250,000 residents across more than 109,000 homes?
At L&Q, we believe passionately that people’s health, security and happiness depend on the place they call home. Our purpose is to provide homes and neighbourhoods that everyone can be proud of.
We are seeking an exceptional leader to take on the role of Executive Group Director, Customer Services, driving excellence across housing management, customer services, income management, leasehold and homeownership services, our supported living subsidiary (L&Q Living) and our charitable community foundation (L&Q Foundation).
This is a pivotal moment to join us. Our new corporate strategy is set to launch in 2026, and you will play a key role helping shape and lead its implementation. This is an exciting opportunity to influence the future direction of services to residents at L&Q and ensure this is truly designed with residents at its heart.
The successful candidate will proactively drive the design and delivery of good landlord services and will challenge L&Q to ensure that these are resident-focused, as well as being reliable, repeatable and consistent. You will champion L&Q’s commitment to social purpose and lead on our commitment to work with communities to create thriving and sustainable neighbourhoods.
You will also be a key member of L&Q’s Executive Group, working collaboratively with fellow directors to shape the strategic direction of the organisation. You will value being part of a high-performing executive team and contribute to a culture of shared leadership and accountability where we take time together to reflect, develop and lead as a collective.
You will bring excellent leadership skills, be innovative in your approach and have a solid track record of working in large and complex organisations with a focus on the development of sustainable, efficient, customer-led improvements. You will be able to evidence that you have developed and delivered creative and successful customer solutions or change projects. You’ll need to be politically sensitive and will understand the regulatory landscape in which we operate, bringing in-depth experience of housing-related legal and compliance requirements across areas including home ownership and rental legislation, and housing-related contract law.
Key to the success of this role will be the ability to engage residents and communities through a strong, collaborative relationship with our Resident Services Board, alongside MPs, local authorities and community partners.
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,
Tim Hills on 07393 011 130
Or visit the microsite by clicking here: https://join-lq.co.uk/
Closing date: Tuesday 28th October 2025 – 9am
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.