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- Tasks: Lead a dynamic customer service team and transform how we engage with customers.
- Company: Join L&Q, a forward-thinking organisation dedicated to exceptional customer experiences.
- Benefits: Competitive salary, hybrid working options, and a supportive work culture.
- Why this job: Be at the forefront of change, shaping customer service for the future.
- Qualifications: Proven leadership in customer-focused sectors and experience managing remote teams.
- Other info: Embrace diversity and continuous improvement in a values-driven environment.
The predicted salary is between 43200 - 72000 £ per year.
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 or Sandra Jones. Alternatively, click Apply to visit our microsite and apply.
Job Summary
- Location: London and North West (with hybrid working options)
- Organization: L&Q
- Job Type: Competitive
- Closing Date: 15/02/2026
- Reference ID: 36385
Get in touch
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Director of Customer Service in England employer: Housing Diversity Network
Contact Detail:
Housing Diversity Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Service in England
✨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 might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching L&Q’s recent initiatives and values. Show us that you’re not just interested in the role but also passionate about our mission to enhance customer service and community engagement.
✨Tip Number 3
Practice your leadership stories! We want to hear about your experiences leading teams through change. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of our transformation journey.
We think you need these skills to ace Director of Customer Service in England
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, as this will show us you're a great fit for our team.
Showcase Your Passion: We want to see your enthusiasm for customer service and how you can elevate the experience for our residents. Share examples of how you've built inclusive teams and driven operational excellence in previous roles to demonstrate your commitment to our values.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to convey your ideas and avoid jargon. This will help us understand your qualifications quickly and easily, making a positive impression.
Apply Through Our Website: Don't forget to apply through our microsite! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're proactive and keen to join our team at L&Q.
How to prepare for a job interview at Housing Diversity Network
✨Know the Company Inside Out
Before your interview, dive deep into L&Q's mission, values, and recent initiatives. Understanding their commitment to customer service and transformation will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Style
As a Director of Customer Service, your leadership approach is crucial. Be ready to discuss specific examples of how you've inspired and motivated remote teams, especially in challenging situations. Highlight your ability to foster a culture of inclusivity and empowerment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Prepare scenarios where you've successfully transformed processes or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Collaboration and Communication
L&Q values collaboration across functions, so be prepared to discuss how you've worked with different departments to elevate the customer voice. Share examples of how you've influenced decision-making and driven operational excellence through effective communication.
