Head of Customer Experience andamp; Resident Support3-6 month interim contract | Up to £550 per day (inside IR35)Hybrid - minimum 3 days per week on site in North LondonSalt Recruitment''s Local Government team is supporting a London authority seeking an experienced senior leader to take ownership of its customer-facing operations and drive a major transformation of the resident experience.You''ll provide both strategic and operational leadership across the council''s "front door" - a high-volume, multi-channel service covering phone, face-to-face, digital and social media contact. The focus is on shifting towards a more preventative, holistic, right-first-time model that improves outcomes for residents and reduces avoidable demand.Key prioritiesLead service redesign and operating model change for customer and resident support functionsStrengthen collaboration across departments to improve customer journeys and manage demandUse data, insight and KPIs to drive performance and continuous improvementChampion digital innovation, automation and self-service while supporting residents who need extra helpInspire, develop and lead a large customer services team, embedding a culture of accountability and excellenceAbout youYou''ll be an accomplished senior leader with a track record running large, complex customer service or contact centre operations within local government. You''ll combine operational grip with the ability to deliver strategic change, using data and digital tools to ..... full job details .....