Director of Resident Experience & Resolution

Hackney Borough Council; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

Hackney Borough Council is seeking an exceptional senior leader to unite customer operations, resident resolution, digital access and the Council’s web platform into an integrated service. You will lead a multidisciplinary workforce, ensuring high-quality operations while transforming journeys to improve access and self-service.

You will use resident insight and performance data to identify underlying problems and secure lasting improvements across the Council, building an inclusive culture and

Qualifications

• Experience leading large, multidisciplinary resident-facing operations.
• Track record delivering major service, organisational and cultural change.
• Ability to engage colleagues openly through uncertainty and change.

Responsibilities

• Lead large, complex customer or resident-facing operations, ensuring high-quality services.
• Deliver major service, organisational and cultural change while maintaining performance.
• Engage colleagues through uncertainty and change to drive delivery of priorities.
• Introduce innovative digital, operational or service-design solutions that improve outcomes for residents.
• Use insight, performance data and frontline knowledge to redesign services and reduce avoidable demand.

Job description

Hackney Borough Council is seeking an exceptional senior leader to unite customer operations, resident resolution, digital access and the Council’s web platform into an integrated service. You will lead a multidisciplinary workforce, ensuring high-quality operations while transforming journeys to improve access and self-service.

You will use resident insight and performance data to identify underlying problems and secure lasting improvements across the Council, building an inclusive culture and