Location
Wood Green Customer Service Centre, 187-197A High Road, Wood Green, N22 6XD, London N15

Hours
36 hours per week

Salary
£83,345 – £98,346 (HC2)

About the Role
As Head of Customer Experience & Resident Support, you will provide strategic and operational leadership for customer-facing services, driving transformation and continuous improvement. Leading a large, multi-site team across phone, face-to-face, social media, and digital channels, you will ensure every resident receives the right support, first time. You will shape and deliver a new operating model and brand for Customer Services, oversee change initiatives and digital transformation to empower residents and promote self-service. The role involves building strong partnerships across the council to design effective customer journeys, using data and performance metrics to drive service excellence, and championing accessibility and inclusion. Managing budgets, contracts, and resources to ensure efficient, high-quality service delivery is key. Being physically present at the frontline of service delivery is essential, with a minimum of three days a week on site required.

About the Team
You will report directly to the Delivery Director for Tackling Inequality and have three direct reports: two Operations Managers (one overseeing face-to-face service delivery and the other responsible for telephony and processing) and a Business Change Manager. The role offers significant exposure across the organisation through close collaboration with internal and external stakeholders.

About Haringey
Haringey is a vibrant and diverse borough, known as the “rebel borough” and the 2027 London Borough of Culture. It is a place rich in creativity, personality, radicalism, and community spirit. The council values Caring, Creative, Courageous, Collaborative, and Community-focused behaviours, striving to serve residents with ambition and inclusivity.

Working for Haringey
Haringey Council is committed to fostering a workplace culture where all employees feel valued and included. We welcome applications from all ethnicities and communities to continue making a difference for our residents. Benefits include 31 days leave plus bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme, and various leisure and culture discount schemes.

Experience
Substantial experience managing large, complex, customer-facing operations. Proven ability to lead, motivate, and develop high-performing teams. Strong track record of driving change, innovation, and efficiency, particularly through digital transformation.

About You
A visionary leader passionate about delivering excellent customer experiences. Data-driven and analytical, able to translate insight into meaningful action. Confident communicator and collaborative partner committed to equality, diversity, and resident-focused service. Understanding of local government operations and social, economic, and political drivers is essential, though direct local government experience is not required.

Qualifications
Not explicitly stated, but leadership experience and relevant skills in customer service transformation and operational management are expected.