Head of Customer Experience & Resident Support
Posted 8 days 21 hours ago by Carrington West
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.
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.
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.