Group Director, Customer Services



  • Location


  • Job type


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  • Salary/Remuneration


  • Job ref


  • Expiry date

    22 February 2020

  • Client


Ref: GSe62220

L&Q has a rich history and our roots go back to the ‘new wave’ of housing associations formed in the 1960’s. We set out to provide safe, quality, affordable homes for the most vulnerable in society and it is that same fundamental vision that drives us today. We are proud of our heritage and our successes. We make sure our commercial value enables us to deliver our social purpose.  Everything we do begins with a social purpose; we are focused on using our financial strength and capital assets to take a long-term view, doing what is best for our residents, their homes and their communities. Our aim is to deliver quality homes and services: improving our service for existing homes, building trust and confidence of our residents and putting customers at the heart of L&Q.

Today the L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East and we are delivering on our ambition in providing thousands of new homes every year.  Our vision is that everyone has a quality home they can afford, and our mission is to combine our social purpose and commercial drive to create homes and neighbourhoods we can be proud of. We make a difference to people’s lives – and this is something we want to continue doing, for more people, every day and strive to make a wider contribution to society by reinvesting our profits back into our communities.

To achieve the delivery of excellent services for our valued customer we are looking to attract a Group Director Customer Service to join our ambitious and committed Executive Management Team. For this critical new role, we’re seeking an individual who has delivered excellence in service across core operational housing functions including; repairs and maintenance, income mangement, customer service and neighbourhood housing management. We need an individual who isn’t afraid to make tough decisions whilst working collaboratively with other teams across the Group – all with the aim of driving efficiency and delivering unsurpassed customer, core operational housing and support services.

Our customers are at the centre of everything we deliver and what they think and tell us is vitally important. We want to create highly desirable living environments for all residents of L&Q, take the lead in tackling the housing crisis and transform the way we interact with customers, delivering excellent standards in the services we provide to them.

We want to hear from ambitious professionals, who see no limits to what we can achieve – individually and collectively. Applicants for this role will need to be open to dealing with the real issues, to new ways of solving problems, to other points of view, to the benefits of adopting best practice from others, and have a clear desire and commitment to delivering in social housing.

We want our senior team to reflect the communities we serve. We value diversity in all its facets, including gender, disability, age, ethnicity, sexual orientation and identity. When it comes to finding talent for L&Q, we have decided to address gender and ethnicity first. As such we are committed to offering an interview to at least one BAME and one female candidate for all senior leadership positions if they fulfil the role criteria

If you would like to know more about this exceptional opportunity to join one of the largest and most dynamic social housing providers in the UK, please contact our advisors on

Tim Hills on 0113 205 6085

Simon Wing on 0207 426 3976

Rosie Gunn on 0207 426 3998


Closing date5pm Friday 21st February 2020
Long listingw/c 24th February 2020
Preliminary interviewsw/c 2nd March - 13th March 2020
Short listingw/c 16th March 2020
Assessmentw/c 23rd March 2020
Final panelw/c 30th March 2020
How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.