Head of Customer Experience & Resident Support

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.

*Rates depend on experience and client requirements