Exceptional customer experience doesn’t happen by accident — it’s built through vision, leadership, and a deep understanding of what people truly need. As our Head of Customers, you will shape the strategy, culture and delivery of our customer service function, ensuring every interaction reflects our values and strengthens trust with the communities we serve. This is a role for a leader who thrives on driving improvement, empowering teams, and transforming insight into action. If you’re passionate about raising standards, championing the customer voice, and creating a service that is proactive, responsive and consistently excellent, we’d love to hear from you.
⭐ Core Purpose of the Role
- Lead the council’s customer service strategy, ensuring residents receive a high‑quality, consistent experience across all channels.
- Oversee customer contact centres, digital access, complaints handling, executive correspondence, and service improvement functions.
- Drive digital transformation and channel shift to improve efficiency and accessibility.
- Build a strong customer‑focused culture across the organisation.
Operational Management
- Manage the corporate contact centre and customer service teams (often 20–120 staff depending on council size).
- Ensure efficient handling of enquiries, complaints, and correspondence.
- Oversee performance management, KPIs, and service standards.
Essential Requirements
- Significant experience working within a UK local authority (council/housing association) in a senior customer service, customer experience, or customer access role.
- Full‑time, on‑site experience in previous council roles — this position requires a strong in‑person leadership presence.
- Proven track record of leading customer service operations, including contact centres and complaints functions.
- Demonstrable experience delivering service improvement and digital transformation.
- Strong stakeholder management skills and the ability to influence at all levels.
- Excellent communication, analytical, and problem‑solving abilities.
What We’re Looking For
A confident, strategic leader who understands the unique challenges and expectations of local government. Someone who can balance operational delivery with long‑term transformation, and who thrives in a collaborative, resident‑focused environment.
If this opportunity aligns with your experience and you’re ready to lead a high‑profile customer service function within a forward‑thinking council, we’d love to hear from you. Please submit your CV and a brief supporting statement outlining your relevant local government experience and leadership achievements.
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