Director of Income and Lettings

Description

Would you like the opportunity to lead a critical customer-facing service during a period of strategic transformation, shaping how we deliver Empty Homes. Lettings and Income services while driving performance and cultural change? At L&Q, our mission is to create homes and neighbourhoods everyone can be proud of, and we believe that delivering exceptional customer experiences and operational excellence is as important as providing quality homes. This role is central to achieving that mission, ensuring that every service we deliver reflects our commitment to residents and supports thriving communities.

This is a pivotal role in our customer directorate. You will lead the, Income, Empty Homes and Lettings services, ensuring that performance standards are consistently met and improved, while embedding a culture of accountability, collaboration, and customer focus. Working closely with the Transformation Programme, you will deliver a new operating model that simplifies processes, leverages digital tools, and fosters a high-performing, customer-first culture. This work directly supports L&Q’s corporate strategy to achieve operational excellence, streamlining services, improving efficiency, and ensuring that every interaction delivers value for residents and strengthens trust in our organisation.

We are looking for an experienced leader with a strong track record in housing management. You will bring expertise in transforming services and have successfully delivered process redesign, system implementation, and cultural change. Your ability to exercise sound judgement, collaborate effectively, and influence across functions will be essential to ensure the voice of residents shapes every decision. Above all, you will be passionate about building inclusive, empowered teams that deliver exceptional customer service and drive operational excellence.

At L&Q, we foster an empowering, values-driven environment where colleagues feel respected, supported, and inspired to deliver excellence. Diversity and inclusion are at the heart of our culture, and 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 lead a high-performing operation, deliver transformation, and elevate customer service, please contact Rosie Gunn on 07964 841 007 or Sandra Jones on 07826 404091.

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