Head of Customer Experience & Resident Support

Carrington West; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local authority in North London is seeking a Head of Customer Experience & Resident Support to lead a high-volume, multi-channel service. You will drive service transformation and improve resident interactions while fostering an inclusive and efficient workforce. This hybrid role requires strategic leadership and experience in customer service delivery, aiming for a positive impact on resident engagement.

Qualifications

• Proven track record of leading large operational services focusing on quality and efficiency.
• Experience in designing and delivering change and transformation programmes.
• Exceptional leadership skills with experience in building collaborative teams.

Responsibilities

• Design and deliver a preventative customer service model.
• Create strong relationships with Heads of Service to manage demand.
• Lead major change programmes for service redesign.

Skills

Leadership and people management

Customer experience and service delivery

Strategic planning

Data-driven decision making

Collaboration with stakeholders

Job description

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

At the heart of this role is the 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. You will 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.

This is a rare opportunity to shape the future of how a diverse and vibrant borough connects with its residents, and to lead a talented and committed team in delivering real impact.

Please note that we are an equal opportunities employer and welcome applications from all qualified candidates.