Head of Customer Experience

Redbridge London Borough Council; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A local government authority in London seeks a proactive leader to enhance customer service through data insights and service design. The role involves driving customer satisfaction, collaborating with digital teams, and using metrics to inform decisions. Ideal candidates have experience in public service and a strong focus on customer feedback. Apply by 15th September.

Qualifications

• Experience in customer feedback-driven service design.
• Ability to work with customer complaint metrics.
• Understanding of public service and local authority priorities.

Responsibilities

• Act as a corporate lead on service delivery.
• Identify trends and implement service improvements.
• Align digital strategies with customer experience goals.

Skills

Customer service principles

Analytical skills

Data analysis

Problem-solving

Stakeholder engagement

Job description

Our borough is beginning a huge transformation. With ambitious regeneration plans, a need for new infrastructure, and plenty of investment on the way, things are changing. And we are transforming our organisation to be better equipped to have the greatest impact for our community. We need leaders to take us on the journey.

Redbridge Council is committed to being resident-led and delivering a first-class customer experience - however our customers choose to engage with us. In this role you will have the opportunity to act as a corporate lead on the cultural and operational behaviours and systems that support a ‘right first time’ service. The emphasis will be on early intervention – using data, evidence and KPIs to spot trends and anticipate issues and risk and drawing on this insight to influence service design.

You will enable the organisation to increase levels of customer satisfaction and improve the quality of the customer experience. You’ll be a champion and advocate for the customer voice and work closely with digital and transformation colleagues in aligning our digital and data strategies to support a positive, efficient customer journey.

It’s a role where you’ll be asked to be highly responsive to incoming customer contact. But you should also be proactive in providing constructive challenge to colleagues and making recommendations on current and future service delivery. You will work in partnership to deliver a broad cross-cutting portfolio of modernising programmes and apply a keen eye for detail to ensure data accuracy, consistency, and reliability across all sources. Analytically minded, you will be able to work with customer complaint metrics and feedback to identify areas for improvement and implement appropriate actions. It’s also important that you can report on trends and progress at a senior level, inviting scrutiny and challenge.

Our ideal candidate will have a thorough and current appreciation of customer service principles. And while you may have developed this in another sector, it’s important that you have a good understanding of public service, political accountability and the strategic priorities of a local authority setting. We’re looking for someone who will develop an intrinsic understanding of the organisation and of our customers’ needs and who is constantly looking outwards to evaluate what we do.

You should be able to demonstrate practical experience in utilising customer feedback to inform service design, while ensuring a robust and responsive approach to complaints resolutions. You should be experienced in applying digital solutions to support a more successful customer experience. And it’s important that you can adapt your style and thinking to a multi-disciplinary context, working in partnership with professional experts in a range of complex service areas.

You can contact Steve Guest or Amy Billington at Solace in Business on 020 7976 311 for a confidential discussion.

Closing date: 15^th September

To apply please click theApply Nowlink below.