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Driver and Vehicle Standards Agency

Senior Customer Relationship Manager

Salary: Competitive Location: Stratford, London or Trafford, Manchester Closing date: Sunday 15th February, midnight<a href="https://lqgroup.engageats.co.uk//ViewAttachment.aspx?enc=jmxpV+AcVus8i/wvT3FZXrrCOvCUGNWd9uca/tGZrAJOxn0uaIw998B27m1Z2faQrnwzgA+msfbqt7R030F84bkO3TKSzyngMjPrYuX6ET5SeM347O0qeNt8PtU0o7Ay" target="_blank">Director of Customer Services.docx</a>Would you like the opportunity to lead a complex andhigh-performing customer service team during a period of strategictransformation, shaping how L&amp;Q responds to customer enquiries andtransforms its approach to complaints? At L&amp;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&amp;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&amp;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: <a href="https://join-lq.co.uk/" target="_blank">https://join-lq.co.uk/</a>Closing date: Sunday 15th February 2026 – midnightWe 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.





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London and Quadrant Housing Trust

Director of Customer Services

Ofwat (Water Services Regulation Authority)

Casework, Enforcement & Customers Professional Placement Programme (12 months)

About the BoroughWith a workforce of two hundred colleagues we're small enough to be friendly and large enough to give you scope to develop and progress your career. We are based in Sutton Town Centre with great transport links in and out of London.&nbsp; Our colleagues work and engage with residents in the borough and wider for our private sector colleagues. At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives.&nbsp; About the Service and TeamThe Customer Experience Team are the first point of contact by phone, email and in person.&nbsp; We respond to queries, triage and raise Repairs requests, complete admin tasks and seek resolutions on behalf of our residents&nbsp;About the Role and Our Ideal CandidateOur ideal person will be reactive, able to work in a team environment, have an enquiring mind and able to advocate on behalf of others.Our Offer to YouColleagues at SHP take pride in delivering our priorities and working in&nbsp; rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems.&nbsp;&nbsp;A good work-life balance is important and our key benefits are:<ul><li>Membership of the <a href="https://www.lgpsmember.org/" target="_blank">Local Government Pension Scheme (opens in new window) </a>– a career average scheme where employees contribute between 5.5% and 12% .&nbsp; Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025 .&nbsp;&nbsp;</li><li>Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.</li><li>Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.</li><li>Employee Benefits to include cycle to work scheme and a range of discounts schemes&nbsp;&nbsp;</li><li>Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, 365 days a year</li><li>Investment in your learning&nbsp; and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training.&nbsp; Opportunities for external training that meet both individual and strategic requirements are considered through an application process. </li></ul>Application ProcessBefore applying please refer to the job profile and ensure you meet the essential criteria. You will then need to complete the online application form, adding a supporting statement addressing how you meet the criteria outlined in the job profile.The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received, it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.&nbsp;We anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. Our managers are advised to set up interview panels to be diverse to reduce bias, where possible. We are fully committed to removing barriers and enhancing the diversity of our workforceWe guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role and ensure that our recruitment and selection process is inclusive and accessible. Additional InformationWe are proud to be a diverse and welcoming organisation and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the <a href="https://www.gov.uk/guidance/new-immigration-system-what-you-need-to-know" target="_blank">GOV.UK website</a> for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.





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London Borough of Sutton

Customer Experience Specialist - 6 Months Fixed Term Contract

4 Customer Service Jobs in Greater London