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- Tasks: Lead a high-performing customer service team and drive strategic transformation.
- Company: L&Q, a forward-thinking organisation focused on exceptional customer experiences.
- Benefits: Hybrid working options, inclusive culture, and opportunities for professional growth.
- Why this job: Be at the forefront of transforming customer service and making a real impact.
- Qualifications: Proven leadership experience in customer-focused sectors and managing remote teams.
- Other info: Join a diverse team that values continuous improvement and resident feedback.
The predicted salary is between 43200 - 72000 £ per year.
Location: London and North West (with hybrid working options)
Closing date: Midnight, Sunday 15th February 2026
Would you like the opportunity to lead a complex and high-performing customer service team during a period of strategic transformation, shaping how L&Q responds to customer enquiries and transforms its approach to complaints? At L&Q, we passionately believe that a great customer experience, built on trust, responsiveness, and empathy, is as essential as quality homes. Our transformation journey is driven by a commitment to design a new operating model that delivers the best possible offer for our customers and supports our organisational evolution.
As our Director of Customer Service, you will provide visible, resilient leadership to a large, dispersed team delivering a demanding service. Our contact centre colleagues work remotely and handle challenging situations every day, so your ability to inspire, motivate and support them will be critical. You will lead the contact centre operations, ensuring efficiency, consistency, and excellence in customer engagement, while shaping a proactive and learning-led approach to complaint resolution and prevention.
Working closely with the Transformation Programme, you will deliver a new target operating model that simplifies processes, embeds digital tools, and nurtures a high-performing customer-first culture. You will champion the reimagining of customer services in ways that promote visible, meaningful improvements and collaborate with senior leaders across Housing, Property Services, Investment and IT to embed the voice of residents in decision-making.
This is both a critical and an exciting time for L&Q. We have recently made significant investment in our customer service and neighbourhood housing teams, strengthening capacity and capability to improve responsiveness and consistency. These enhancements will enable us to reduce waiting times, deliver a more seamless experience for residents, and ensure our services are equipped to meet future demands. This role offers the opportunity to be at the heart of that change, helping shape the next chapter of our transformation journey.
We are looking for an experienced leader from social housing or an allied customer-focused, regulated sector, with a proven track record of managing large, remote teams delivering complex services under pressure. You will have the ability to lead transformation programmes involving process redesign, system implementation, and cultural change, alongside strong judgement and collaboration skills to influence across functions and elevate the resident voice. Above all, you will be passionate about building inclusive, empowered teams aligned around delivering exceptional customer service and driving operational excellence.
At L&Q, we nurture an empowering and values-driven environment where colleagues feel respected, supported, and inspired to deliver excellence. Diversity and inclusion are actively lived, and all voices are valued. Continuous improvement is celebrated, mistakes are learning opportunities and successes are shared wins. Residents are central to every decision; their feedback informs outcomes.
We value diversity in all its facets, including gender, disability, age, ethnicity, sexual orientation and identity. When it comes to finding a diverse balance for our senior positions, we have decided to address gender and ethnicity first. As such we are committed to offering an interview to at least one ethnic minority candidate and one female candidate for all senior leadership positions if they fulfil the role criteria.
If you are excited to shape L&Q's contact centre, elevate customer service, and transform complaint handling, please reach out to GatenbySanderson: Rosie Gunn on 07964 841 007 or Sandra Jones on 07826 404091. Alternatively, click Apply to visit our microsite and apply.
Director of Customer Service in London employer: GatenbySanderson
Contact Detail:
GatenbySanderson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Service in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at L&Q or similar organisations. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching L&Q's recent initiatives and values. Show us how your experience aligns with their mission to enhance customer service and transform complaint handling.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've inspired and managed remote teams, especially during challenging times. We want to hear about your successes and how you overcame obstacles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and being part of the transformation journey.
We think you need these skills to ace Director of Customer Service in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Director of Customer Service role. Highlight your leadership experience and any relevant transformation projects you've led.
Showcase Your Passion: Let your enthusiasm for customer service shine through! Share examples of how you've improved customer experiences in the past and why you're excited about the opportunity at L&Q.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, making it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application directly through our website before the closing date! This ensures we receive your application in the best format and can process it efficiently.
How to prepare for a job interview at GatenbySanderson
✨Know the Company Inside Out
Before your interview, make sure you research L&Q thoroughly. Understand their mission, values, and recent initiatives in customer service. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Style
As a Director of Customer Service, your leadership approach is crucial. Prepare examples that demonstrate how you've inspired and motivated remote teams in the past. Highlight your experience in managing complex services and how you’ve successfully led transformation programmes.
✨Emphasise Customer-Centric Strategies
Be ready to discuss specific strategies you've implemented to enhance customer experience. Talk about how you’ve used feedback to drive improvements and how you plan to embed a customer-first culture at L&Q. This aligns perfectly with their focus on trust and responsiveness.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and judgement. Think about challenging situations you've encountered in customer service and how you resolved them. This will showcase your ability to handle pressure and lead a high-performing team.
