Head of Customer Experience & Resident Support

Salt Digital Recruitment; Greater London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Head of Customer Experience & Resident Support for a 3-6 month interim contract in Greater London. The role involves leading customer-facing operations, driving transformation in resident experience, and fostering collaboration across departments. Ideal candidates will have a proven track record in managing large-scale customer service operations within local government. The position offers competitive pay at up to £550 per day and requires a minimum of 3 days on-site work.

Qualifications

• Track record running large customer service operations in local government.
• Ability to deliver strategic change using data and digital tools.
• Strong leadership skills with experience in managing large teams.

Responsibilities

• Lead service redesign and operating model changes.
• Strengthen collaboration across departments.
• Drive performance and continuous improvement through data and KPIs.
• Champion digital innovation and self-service initiatives.
• Inspire and develop a customer services team with a focus on accountability.

Skills

Strategic leadership

Operational management

Stakeholder management

Data-driven decision making

Digital innovation

Job description

Head of Customer Experience & Resident Support

3-6 month interim contract | Up to £550 per day (inside IR35)

Hybrid – minimum 3 days per week on site in North London

Salt Recruitment’s Local Government team is supporting a London authority seeking an experienced senior leader to take ownership of its customer-facing operations and drive a major transformation of the resident experience.

You’ll provide both strategic and operational leadership across the council’s “front door” – a high-volume, multi-channel service covering phone, face-to-face, digital and social media contact. The focus is on shifting towards a more preventative, holistic, right-first-time model that improves outcomes for residents and reduces avoidable demand.

Key priorities

• Lead service redesign and operating model change for customer and resident support functions
• Strengthen collaboration across departments to improve customer journeys and manage demand
• Use data, insight and KPIs to drive performance and continuous improvement
• Champion digital innovation, automation and self-service while supporting residents who need extra help
• Inspire, develop and lead a large customer services team, embedding a culture of accountability and excellence

About you

You’ll be an accomplished senior leader with a track record running large, complex customer service or contact centre operations within local government. You’ll combine operational grip with the ability to deliver strategic change, using data and digital tools to transform how residents engage with services. Strong stakeholder management, financial discipline and people leadership are essential.

This role offers an opportunity to make a tangible difference to how residents experience council services while shaping the future direction of a high-profile frontline function.

Interviews are expected in late October with a start shortly after.

If you have led large-scale customer operations or resident experience transformation programmes in the public sector, we’d like to hear from you.

Job Information

Job Reference: JO-2510-356738

Salary: £0.00 - £550.00 per day

Salary per: day

Job Duration: 3-6 Months

Job Start Date: ASAP

Job Industries: Senior Appointments Consulting

Job Locations: Greater London

Job Types: Contract