Head of Customer Experience and Resident Support

Interim Head of Customer Experience & Resident Support
£550 per day
Inside IR35
3–6 Months
London / Hybrid – Minimum 3 days on-site

This is an urgent requirement, with interviews taking place on a rolling basis.

You will lead the transformation of a high-volume, multi-channel customer service function, shaping the council’s “front door” and driving strategic improvements in resident experience.


About the Head of Customer Experience & Resident Support Role:

• Lead the redesign and delivery of a new operating model for Customer Services, aligned with the council’s transformation and resident experience strategy
• Oversee a busy contact centre and face-to-face service, ensuring a preventative, right-first-time approach that empowers residents and promotes self-service
• Collaborate with service leads across the council to co-design customer journeys and manage demand effectively
• Champion the customer voice, particularly for residents facing barriers to access
• Drive digital innovation, automation, and channel shift to improve efficiency and service outcomes
• Represent the service in corporate change programmes and deputise for the Director as required

Your previous experience as a Head of Customer Experience & Resident Support:

• Proven leadership of large, complex customer-facing services in a public sector setting
• Strong track record of delivering strategic transformation and service improvement at pace
• Skilled in stakeholder engagement, organisational change, and performance management
• Deep understanding of digital tools, automation, and data analytics to drive service excellence
• Experience managing multi-channel operations and aligning services with resident needs
• Financially astute, with experience delivering savings and managing large budgets
• Collaborative, inclusive leader with a passion for improving resident outcomes

If this Interim Head of Customer Experience role sounds like a good fit for you, please send your CV to Nikki.

(We offer a senior referral scheme upon successful placement of your recommendation, so please get in touch if you know someone suitable.)

Our clients are committed to building a diverse and inclusive workforce and welcome applicants from all backgrounds. Reasonable adjustments will be supported throughout the application and interview process.