Head of Customer Experience & Resident Support

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.
 
As a senior leader, you will inspire a large and diverse team, champion a culture of accountability, performance and collaboration, and bring a relentless focus on outcomes, equity and value for money.
 
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.
 
How to Apply
If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW.
 
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
 

If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from public sector professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Cheryl at Carrington West on (phone number removed).

By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.