Head of Customer Services ⭐ Core Purpose of the Role * Lead the council’s customer service strategy, ensuring residents receive a high‑quality, consistent experience across all channels. * Oversee customer contact centres, digital access, complaints handling, executive correspondence, and service improvement functions. * Drive digital transformation and channel shift to improve efficiency and accessibility. * Build a strong customer‑focused culture across the organisation. Operational Management * Manage the corporate contact centre and customer service teams (often 20–120 staff depending on council size). * Ensure efficient handling of enquiries, complaints, and correspondence. * Oversee performance management, KPIs, and service standards. Essential Requirements * Significant experience working within a UK local authority in a senior customer service, customer experience, or customer access role. * Full‑time, on‑site experience in previous council roles — this position requires a strong in‑person leadership presence. * Proven track record of leading customer service operations, including contact centres and complaints functions. * Demonstrable experience delivering service improvement and digital transformation. * Strong stakeh...