L&Q
L&Q Non Executive Director Location: London Time commitment: The formal time commitment is approximately 2-3 days per month, including Board and briefing meetings. L&Q also encourages Board members to spend time visiting communities and engaging with residents and colleagues on an informal basis, to deepen understanding of the organisation and its impact. Remuneration: £15,632 per annum About the Role L&Q is one of the UK's largest housing associations. We are driven by social purpose and long term responsibility to residents and communities. We are seeking a Non Executive Director who brings deep experience of leading large scale, customer facing organisations where customer relationships are long-term and trust based to strengthen our Group Board. As a member of the Group Board, you will provide independent challenge and support to the Chair and Executive team, ensuring that resident and customer needs are embedded in our management of strategy, risk, performance and transformation. You will contribute to governance, engage visibly with residents and colleagues, and help steward L&Q's long term mission. You will have operated at senior executive or non executive level within a, large organisation with an operating model comparable in scale and complexity to L&Q. You will also have held end to end accountability for a customer operating environment, serving a diverse customer base, with many retained over long periods or a even a lifetime. Your background will include: Strategic oversight of the full customer journey, including call centres, and complaints handling and resolution functions. Senior accountability for national or regional customer operations, balancing service quality, efficiency, compliance and reputation at scale. Leadership of IT, data and digital enabled change that has reshaped customer journeys, service models and operating structures (you will need to be outcomes focused, not a technology expert). L&Q is a long term steward of homes, services and communities, and this appointment will resonate with candidates whose careers have been spent in organisations that maintain enduring relationships with their customers. Our residents' needs change over time, and we are seeking a Non Executive Director who understands how organisations design services, govern performance and lead transformation in environments where relationships, responsibility and trust are built over many years. Candidates who have supported or overseen customer facing organisations with this sense of ongoing stewardship and societal responsibility are likely to find strong alignment with L&Q's purpose and values. While this appointment is initially to the Group Board, it is anticipated that the successful candidate will also be asked to serve on a Board Committee. Committee membership will be determined following appointment, based on an assessment of the individual's skills, experience and background. With a new corporate strategy due to launch in March 2026 this is an exciting time to join us and an opportunity to help shape the direction of a purpose driven organisation at scale; to strengthen services and outcomes for residents; and to contribute to a Board culture that values diversity, inclusion, accountability and continuous improvement. For more information please click Apply. Closing date - 9am, Monday 2nd March 2026 For a confidential discussion and details of the timetable and process, please contact Rosie Gunn on or Louise Bickley on or visit our microsite to apply. L&Q is committed to equality, diversity and inclusion. We warmly encourage applications from candidates of all backgrounds and especially those currently under represented at Board level.
L&Q Non Executive Director Location: London Time commitment: The formal time commitment is approximately 2-3 days per month, including Board and briefing meetings. L&Q also encourages Board members to spend time visiting communities and engaging with residents and colleagues on an informal basis, to deepen understanding of the organisation and its impact. Remuneration: £15,632 per annum About the Role L&Q is one of the UK's largest housing associations. We are driven by social purpose and long term responsibility to residents and communities. We are seeking a Non Executive Director who brings deep experience of leading large scale, customer facing organisations where customer relationships are long-term and trust based to strengthen our Group Board. As a member of the Group Board, you will provide independent challenge and support to the Chair and Executive team, ensuring that resident and customer needs are embedded in our management of strategy, risk, performance and transformation. You will contribute to governance, engage visibly with residents and colleagues, and help steward L&Q's long term mission. You will have operated at senior executive or non executive level within a, large organisation with an operating model comparable in scale and complexity to L&Q. You will also have held end to end accountability for a customer operating environment, serving a diverse customer base, with many retained over long periods or a even a lifetime. Your background will include: Strategic oversight of the full customer journey, including call centres, and complaints handling and resolution functions. Senior accountability for national or regional customer operations, balancing service quality, efficiency, compliance and reputation at scale. Leadership of IT, data and digital enabled change that has reshaped customer journeys, service models and operating structures (you will need to be outcomes focused, not a technology expert). L&Q is a long term steward of homes, services and communities, and this appointment will resonate with candidates whose careers have been spent in organisations that maintain enduring relationships with their customers. Our residents' needs change over time, and we are seeking a Non Executive Director who understands how organisations design services, govern performance and lead transformation in environments where relationships, responsibility and trust are built over many years. Candidates who have supported or overseen customer facing organisations with this sense of ongoing stewardship and societal responsibility are likely to find strong alignment with L&Q's purpose and values. While this appointment is initially to the Group Board, it is anticipated that the successful candidate will also be asked to serve on a Board Committee. Committee membership will be determined following appointment, based on an assessment of the individual's skills, experience and background. With a new corporate strategy due to launch in March 2026 this is an exciting time to join us and an opportunity to help shape the direction of a purpose driven organisation at scale; to strengthen services and outcomes for residents; and to contribute to a Board culture that values diversity, inclusion, accountability and continuous improvement. For more information please click Apply. Closing date - 9am, Monday 2nd March 2026 For a confidential discussion and details of the timetable and process, please contact Rosie Gunn on or Louise Bickley on or visit our microsite to apply. L&Q is committed to equality, diversity and inclusion. We warmly encourage applications from candidates of all backgrounds and especially those currently under represented at Board level.
L&Q
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 or Sandra Jones on . Alternatively, click Apply to visit our microsite and apply. Closing date: Midnight, Sunday 15th February 2026 Please note: we reserve the right to close this role early should a high number of applications be received so early applications are encouraged.
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 or Sandra Jones on . Alternatively, click Apply to visit our microsite and apply. Closing date: Midnight, Sunday 15th February 2026 Please note: we reserve the right to close this role early should a high number of applications be received so early applications are encouraged.
