Director of Customer Access & Experience

Connect2Luton; Luton; On-site; GBP 90,000 - 120,000; Full time

Job summary

Connect2Luton on behalf of Luton Borough Council seeks a Head of Customer Access & Experience to lead the council’s front door, front line customer contact and complaints functions. You will shape strategy, drive improvement and ensure value for residents.

You will oversee performance across channels, manage teams, balance resources with political priorities and collaborate with services to deliver accessible, high-quality customer services for the community.

Qualifications

• Significant experience of managing large-scale customer access.
• Proven experience of translating strategic objectives into operational delivery, service redesign and measurable improvements in performance and resident outcomes.
• Substantial experience of leading complex organisational change, transformation programmes and operating model redesign within customer-facing environments.
• Proven ability to lead, deliver and embed service improvement in a high-volume customer facing service.
• Proven ability to establish and embed performance management, quality assurance and accountability frameworks that drive continuous improve.
• Excellent leadership, communication and influencing skills, with the ability to engage, motivate and challenge colleagues at all levels, including senior leaders and elected Members.
• Proven ability to use data, customer insight and evidence to inform decision-making, identify improvement opportunities and manage demand.
• In-depth understanding of equality, diversity and inclusion principles and relevant legislation and how it relates to the role.
• In-depth knowledge of customer access, contact management, customer experience and complaints management principles and best practice.
• Strong knowledge of innovation and emerging best practice in customer access, customer experience and resident services.
• Degree-level qualification, relevant professional qualification or equivalent experience gained through senior leadership roles

Responsibilities

• Lead customer access and contact function across frontline and service-specific teams.
• Oversee corporate complaints function, ensuring effective complaint resolution and regulatory compliance.
• Develop and deliver the Council's customer access and experience strategy.
• Provide strategic direction for the service with accountability for people, financial and political management.
• Own performance of the corporate front door across telephone, digital and face-to-face channels.

Skills

People leadership

Stakeholder engagement

Data-driven decisions

Performance management

Service design

Channel strategy

E&D knowledge

Communication skills

Strategic thinking

Governance & compliance

Education

Degree-level qualification or equivalent experience gained through senior leadership roles

Relevant professional qualification

Job description

Connect2Luton on behalf of Luton Borough Council seeks a Head of Customer Access & Experience to lead the council’s front door, front line customer contact and complaints functions. You will shape strategy, drive improvement and ensure value for residents.

You will oversee performance across channels, manage teams, balance resources with political priorities and collaborate with services to deliver accessible, high-quality customer services for the community.