Director of Customer Service

L&Q is a company focused on delivering exceptional customer experiences and is seeking a Director of Customer Service to lead a high-performing team during a strategic transformation. The role involves providing leadership to remote contact centre operations, ensuring efficiency and excellence in customer engagement while driving a customer-first culture and implementing a new operating model.

Responsibilities:

• Lead a complex and high-performing customer service team during a period of strategic transformation
• Provide visible, resilient leadership to a large, dispersed team delivering a demanding service
• Ensure efficiency, consistency, and excellence in customer engagement
• Shape a proactive and learning-led approach to complaint resolution and prevention
• Deliver a new target operating model that simplifies processes, embeds digital tools, and nurtures a high-performing customer-first culture
• Champion the reimagining of customer services in ways that promote visible, meaningful improvements
• Collaborate with senior leaders across Housing, Property Services, Investment and IT to embed the voice of residents in decision-making

Requirements:

• Experienced leader from social housing or an allied customer-focused, regulated sector
• Proven track record of managing large, remote teams delivering complex services under pressure
• Ability to lead transformation programmes involving process redesign, system implementation, and cultural change
• Strong judgement and collaboration skills to influence across functions and elevate the resident voice
• Passionate about building inclusive, empowered teams aligned around delivering exceptional customer service and driving operational excellence