Head of customer services

Head of Customer Services

⭐ Core Purpose of the Role

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Lead the council’s customer service strategy, ensuring residents receive a high‑quality, consistent experience across all channels.

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Oversee customer contact centres, digital access, complaints handling, executive correspondence, and service improvement functions.

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Drive digital transformation and channel shift to improve efficiency and accessibility.

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Build a strong customer‑focused culture across the organisation.

Operational Management

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Manage the corporate contact centre and customer service teams (often 20–120 staff depending on council size).

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Ensure efficient handling of enquiries, complaints, and correspondence.

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Oversee performance management, KPIs, and service standards.

Essential Requirements

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Significant experience working within a UK local authority in a senior customer service, customer experience, or customer access role.

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Full‑time, on‑site experience in previous council roles — this position requires a strong in‑person leadership presence.

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Proven track record of leading customer service operations, including contact centres and complaints functions.

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Demonstrable experience delivering service improvement and digital transformation.

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Strong stakeholder management skills and the ability to influence at all levels.

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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