Job Description

About the Role

We are seeking an accomplished and forward-thinking

Head of Customer Experience

to provide strategic and operational leadership for a large, multi-channel, customer-facing service. The successful candidate will lead transformation and continuous improvement initiatives across contact centre and front-of-house operations, delivering a more holistic, preventative, and right-first-time service for residents.

This role requires a

minimum on-site presence of three days per week

in

Wood Green Library and Marcus Garvey Library (Haringey)

. The post is an

interim position

, with the permanent vacancy expected to be advertised later in the year.

Key Responsibilities

Lead the design and implementation of a new operating model for customer services, delivering efficient, preventative, and resident-focused outcomes. Oversee operations across multiple contact channels (phone, face-to-face, social media, and digital). Forge strong relationships with service leads to co-design customer journeys, manage demand, and establish clear service level agreements (SLAs). Ensure performance excellence through data-driven insights, analytics, and real-time reporting frameworks. Champion the customer voice and drive a culture of continuous improvement and accountability. Inspire and develop teams to deliver exceptional service standards, ensuring a culture of inclusion, empowerment, and professional growth. Lead the introduction of digital tools and innovation to enhance service delivery and promote channel shift. Manage budgets effectively, ensuring financial control, forecasting accuracy, and delivery of savings. Provide strategic advice and assurance to senior leadership, contributing to corporate improvement plans. Represent the organisation in relevant meetings, partnerships, and external networks.

Ideal Candidate Profile

Essential Skills & Experience

Proven experience leading large, complex customer-facing operations in the public or private sector. Demonstrated ability to deliver service transformation and implement innovative operating models. Strong leadership credentials with a track record of motivating and developing high-performing teams. Strategic thinker with the ability to translate insight into actionable improvement plans. Strong stakeholder management skills, with the ability to build trust and influence at senior levels. Excellent communication and presentation skills, both verbal and written. Sound understanding of digital service delivery, automation, and resident engagement. Proven ability to manage budgets, deliver savings, and maintain financial accountability. Commitment to equality, inclusion, and delivering positive outcomes for diverse communities.

Desirable

Experience leading customer service transformation within a local government or large public sector environment. Strong knowledge of digital tools, CRM systems, and data management frameworks.

Pre-Employment Requirements

Proof of Right to Work in the UK. Satisfactory employment references.

Why Join?

Lead a major transformation programme improving resident experience and service delivery. Opportunity to shape future-facing customer strategies and drive innovation. Work within a collaborative, inclusive leadership culture that values creativity and improvement.

Working Arrangements

A minimum of

three days per week on-site

in Wood Green Library and Marcus Garvey Library. Agile working flexibility for the remainder of the week.

How to Apply

If you are an experienced leader passionate about transforming customer services and driving excellence, click

'Apply Now'

on this job advert

OR

Send your CV directly to:

adarsh.thomas@centurionstaunch.co.uk

Privacy Assurance

We take your privacy seriously and are committed to protecting your personal data. All information provided during the application process will be managed in strict accordance with GDPR regulations.

Reference ID:

RQ1616322

Job Types: Full-time, Temporary, Fixed term contract
Contract length: 3 months

Pay: 42.48 per hour

Expected hours: 36 per week