Head of Customer Experience

A client within the Public Sector based in North London is currently recruiting for a Head of Customer Experience & Resident Support to join team as soon as possible. The client is offering a full-time, temporary position on an ongoing basis with the ideal candidate having experience of working within a local authority within a Customer Services or Resident Experience environment.

The Role
The key purpose of the role is to provide strategic and operational leadership for the council’s “front door” — a busy multi-channel, multi-site service spanning phone, face-to-face, social media, and digital channels — driving continuous improvement and transformation towards a more preventative, holistic, and right-first-time service.

Key responsibilities will include but not be limited to:

• Leading the design and delivery of a new operating model for Customer Services.
• Driving service improvement and digital transformation.
• Managing budgets and delivering efficiencies.
• Building strong partnerships across the Council to improve customer journeys.
• Championing the customer voice and ensuring accessible, inclusive services.

The Candidate
To be considered for this role, you will require:

• Proven experience leading large, complex, customer-facing operations in a local authority or similar environment.
• Strong leadership and people management skills, with the ability to motivate, develop and improve performance.
• Demonstrable experience of strategic change management, customer experience design, and digital transformation.

The below skills would be beneficial for the role:

• Data-driven decision-making and performance management expertise.
• Strong financial acumen with a record of delivering within budget and achieving savings.
• Excellent communication, collaboration, and stakeholder engagement skills.
• Knowledge of digital innovation and automation in service delivery.

The client is looking to move quickly with this role and as such is offering £58.27 per hour Umbrella Ltd Inside IR35 (approx £45.50 per hour PAYE)

How to Apply
If this position sounds of interest, email a copy of your up-to-date CV to megan.ford@servicecare.org.uk or call Megan at Service Care Solutions on 01772 208966 to discuss the vacancy in more detail. Also, if this role is not of interest to you, but you are looking for new opportunities, please still get in touch as we cover all construction-related vacancies across the region.

Referral Bonus
If this role is not suitable for yourself, but you know someone who may be interested, please pass on their details, or forward these details to them. If they are successful in applying, you will receive a £250 referral bonus upon completion of an initial probationary period.