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Head of Customer Experience

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360 Resourcing Solutions

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Location:
United Kingdom , Ipswich

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

64269.00 - 78039.00 GBP / Year
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Job Description:

This is a rare opportunity to shape how thousands of residents interact with the councils every year, ensuring our services are accessible, modern, compassionate and high performing. You will play a central role in improving outcomes for our communities, supporting those facing hardship, and driving a culture where customer voice shapes everything we do.

Job Responsibility:

  • Lead and develop all corporate customer service delivery teams to deliver high‑quality, consistent services across in‑person, telephony and digital channels
  • Drive digital transformation by improving online access, streamlining customer journeys and embedding a modern, customer‑first approach across the organisation
  • Lead the Councils’ corporate complaints process, ensuring complaints and feedback are managed professionally, consistently and with empathy
  • Use data, insight and learning from customer feedback to drive service improvement, strengthen early resolution and improve overall customer satisfaction
  • Coordinate the Councils’ response to the cost of living challenges, working across services and with external partners to ensure residents can access timely advice, support and early help
  • Lead digital inclusion initiatives to reduce the risk of digital exclusion and improve access to online services, particularly for vulnerable or hard‑to‑reach customers

Requirements:

  • strong leadership experience across multi-channel customer service environments
  • proven success in customer transformation and digital improvement
  • experience leading effective complaints handling and turning insight into action
  • excellent communication, able to work confidently with senior leaders, Members and partners
  • a collaborative, inclusive and values-led leadership style
  • a strong understanding of the challenges facing residents during the cost of living crisis, and experience designing or delivering support for those in financial hardship
  • strong analytical and problem‑solving skills, using data to inform improvement
  • commitment to continuous learning, openness, integrity and putting customers first
What we offer:
  • Generous leave entitlement (26 days a year, rising to 31 days after 5 years)
  • Competitive Local Government Pension Scheme
  • Wellbeing Support and Employee Assistance Programs
  • Private Health Care Options
  • Electric Vehicle Salary Sacrifice Scheme
  • Paid volunteering days
  • Flexible and hybrid working arrangements (Business needs permitting)
  • Great learning and development opportunities

Additional Information:

Job Posted:
February 16, 2026

Expiration:
March 01, 2026

Work Type:
Hybrid work
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