Director of Customer Services and Director of Income and Lettings

Dear Candidate,

Thank you for your interest in joining L&Q at what is truly one of the most exciting times in our history. We are on a bold transformation journey to reimagine how we deliver services to our residents, and these roles, Director of Customer Service and Director of Income and Lettings sit right at the heart of that change.

At L&Q, we believe that great customer service is as important as building quality homes. With over 250,000 residents across more than 100,000 homes, the scale of our operations means the decisions you make and the improvements you lead will touch thousands of lives every single day. That’s why we’ve made significant investment in our customer operations and launched a transformation programme that will simplify processes, embed digital tools, and create a culture where every colleague is empowered to deliver exceptional experiences.

As part of our Customer Directorate, you’ll join a collaborative, high-performing leadership team that thrives on partnership and innovation. Together, we’re driving improvements that will reduce waiting times, streamline services, and ensure every interaction adds value for our residents. It’s a team that supports each other, celebrates success, and shares a passion for making a real difference.

We’ve recently refreshed our values We step up, We see things through, We support each other, and they are central to everything we do. As a Director, you will play a critical role in role-modelling these behaviours, setting the tone for our culture, and inspiring colleagues to live these values every day. This is about more than delivering services; it’s about shaping an organisation-wide customer-centric culture that makes things better for everyone.

We’re looking for customer-focused leaders who are driven by performance and success – people who can inspire teams, embrace change, and deliver results that matter. In these roles, you’ll have the chance to influence strategy, lead transformation, and see the impact of your work in stronger communities and happier customers.

If you want to be part of something meaningful, where your leadership will shape the future of customer service in housing, we’d love to hear from you.

Warm regards,

Sharon Burns
Executive Group Director – Customer Services