Head of Customer Experience & Resident Support

Carrington West; City Of London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A local authority in London is seeking a Head of Customer Experience & Resident Support to lead a high-volume, multi-channel service. This strategic role involves designing a digital customer service model, driving service integration, and fostering strong collaboration across departments. The ideal candidate has significant experience in local government or public sector, with a focus on service transformation and efficiency. The position offers a hybrid work model, requiring presence on-site three days a week.

Qualifications

• Deep understanding of customer experience and service delivery.
• Proven track record in leading large operational services.
• Confidence using data for performance improvement.

Responsibilities

• Design and deliver a preventative, digitally-enabled customer service model.
• Manage demand and design effective customer journeys.
• Lead major change and transformation programmes.

Skills

Customer experience strategy

Leadership

Data-driven decision making

Service delivery

Change management

Job description

We are looking for an exceptional and visionary Head of Customer Experience & Resident Support to join a local authority in North London.

The role involves leadership of the Council's 'front door' - a high-volume, multi-channel, multi-site service that handles resident contact through phone, face-to-face, social media, and digital channels. The goal is to drive continuous improvement, service integration, and digital innovation to deliver an experience that is preventative, holistic, right-first-time, and shaped around residents' needs.

About the Role

You will provide strategic and operational leadership to a critical service area, shaping and delivering a new Customer Services operating model and brand. Your work will directly support the council's vision for inclusive, accessible and resident-centred services.

Key responsibilities include:

• Designing and delivering a more preventative, digitally-enabled, right-first-time customer service model.
• Creating strong collaborative relationships with Heads of Service to manage demand and design effective customer journeys.
• Leading major change and transformation programmes, including service redesigns and restructures.
• Using performance data, resident feedback, and service intelligence to drive continuous improvement.
• Developing a high-performing, inclusive and empowered workforce that delivers excellent service every time.
• Championing the voice and needs of residents, particularly those less able to access or navigate services.
• Ensuring robust financial management, service planning, and delivery of efficiency savings.

About You

We're looking for a strategic and inspirational leader with a deep understanding of customer experience, service delivery and transformation, ideally within a local government or complex public sector environment.

You will bring:

• A strong track record of leading large operational services with a focus on quality, efficiency, and digital innovation.
• Proven ability to design and deliver service change and transformation programmes that improve outcomes and reduce costs.
• Exceptional leadership and people management skills, with experience building high-performing, collaborative teams.
• Confidence in using data and insight to drive decision-making and performance improvement.
• The ability to work across complex stakeholder landscapes and influence at senior levels.

This is a hybrid role, with a minimum 3 days a week required on site. We are an equal opportunities employer and welcome applications from all qualified candidates.