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- Tasks: Lead a dynamic customer service team and drive transformative change.
- Company: Join L&Q, a forward-thinking organisation dedicated to exceptional customer experiences.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive work culture.
- Why this job: Be at the forefront of transforming customer service and making a real impact.
- Qualifications: Proven leadership in customer-focused sectors and experience with 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 on 07964841007 or Sandra Jones on 07826 404091. 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
Director of Customer Service in London 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 London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at L&Q on LinkedIn. A friendly chat can give you insider info about the company culture and what they really value in a Director of Customer Service.
✨Tip Number 2
Prepare for the interview by thinking about how you can demonstrate your leadership style. Be ready to share specific examples of how you've inspired and motivated remote teams in the past, especially in challenging situations.
✨Tip Number 3
Show your passion for customer service! Think about how you can articulate your vision for transforming customer experiences at L&Q. Highlight any innovative ideas you have for improving complaint handling and engagement.
✨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 you’re serious about joining the team and contributing to L&Q's exciting transformation journey.
We think you need these skills to ace Director of Customer Service in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about creating exceptional experiences and how that aligns with our values at L&Q.
Tailor Your Experience: Make sure to highlight your relevant experience in leading teams and managing customer service operations. We’re looking for specific examples that demonstrate your ability to handle complex situations and drive transformation.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Director of Customer Service role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity 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, showing that you're genuinely interested in the role.
✨Showcase Your Leadership Style
As a Director of Customer Service, your leadership approach is crucial. Prepare examples of how you've inspired and motivated remote teams in the past. Highlight specific strategies you've used to foster a high-performing culture and how you handle challenging situations.
✨Emphasise Your Transformation Experience
L&Q is looking for someone who can lead transformation programmes. Be ready to discuss your experience with process redesign, system implementation, and cultural change. Use concrete examples to illustrate how you've successfully navigated similar challenges.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Think of scenarios where you've turned a negative customer experience into a positive one. This will demonstrate your empathy and commitment to exceptional customer service.
