Head of Customer Experience

We are working closely alongside a Local Authority in Haringey to assist with the appointment of a Head of Customer Experience on a 2.5-month contract likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: 41.48 - 57.27 per hour

Summary:

The Head of Customer Experience & Resident Support will provide strategic and operational leadership for Haringey Councils customer front door a dynamic multi-channel multi-site service supporting residents across phone face-to-face digital and social media channels.

This is a pivotal leadership role responsible for transforming and improving customer services ensuring a preventative holistic and right-first-time approach that empowers residents enhances digital access and delivers outstanding customer outcomes.

The successful candidate will lead significant change champion innovation and foster a high-performing inclusive culture within the Customer Experience & Resident Support team.

Responsibilities:

• Lead the design and delivery of a new operating model and brand for Customer Services.
  
• Develop and implement a long-term vision for customer experience and resident support aligned with corporate priorities.
  
• Manage multi-channel service delivery (phone digital face-to-face social media) ensuring efficiency and quality.
• Design customer journeys and service pathways in collaboration with service heads across the council.
• Lead digital transformation initiatives that promote self-service channel shift and automation.
  

Requirements:

• Proven experience leading a large complex customer-facing operational service ideally in a public sector context.
• Strong strategic and change leadership skills with experience of designing and delivering new operating models.
• Demonstrable budget management experience with a track record of achieving savings and financial control.
• Excellent people management skills with the ability to inspire support and develop teams.
• Strong analytical and data interpretation skills translating insight into action.
• Effective communicator able to influence at all levels and manage challenging stakeholders.
• Experience delivering digital transformation and using technology to improve customer outcomes.
• A deep commitment to resident-centred service design and equality of access.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K
• This role requires an Basic DBS

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary though assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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