Director of Customer Service

Description

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.

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