Guardian Jobs · 1 week ago
Director of Customer Service
United States
Full-time
Remote
Director/ExecutiveL&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.
Marketing & Advertising
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
Qualification
Required
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
Company
Guardian Jobs
Guardian Jobs brings you quality jobs from the best recruiters in the UK and beyond. We have the jobs for quality candidates like you.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase