Head of Customer Experience & Resident Support

Job description

Contract terms

Starting salary: HC2 (£83,345 – £98,346)
Work location: Wood Green Customer Service Centre, 187-197A High Road, Wood Green, N22 6XD
Hours per week: 36 per week
Contract type: Permanent
Closing date: Sunday, 16th November 2025 at 23:59
Expected interview date: W/c 1st December 2025

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture. 

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents. 

About the role

In this role, you will provide both strategic and operational leadership for our customer-facing services, with a focus on driving transformation and continuous improvement. Leading a large, multi-site team across phone, face-to-face, social media, and digital channels, you’ll ensure every resident receives the right support, first time. You’ll be responsible for shaping and delivering a new operating model and brand for Customer Services, overseeing 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. You will also manage budgets, contracts, and resources to ensure efficient, high-quality service delivery. Being physically present at the frontline of service delivery is key, and so a minimum of three days a week on site is a must. 

About the team

In this role, you will report directly to the Delivery Director for Tackling Inequality and will 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. You will work closely with both internal and external stakeholders, gaining significant exposure across the organisation.

About you

We’re looking for a visionary leader with a passion for delivering the best possible customer experiences. You’ll bring substantial experience in managing large, complex, customer-facing operations, and have a proven ability to lead, motivate, and develop high-performing teams. You’re data-driven and analytical, with the skills to translate insight into meaningful action. With a strong track record of driving change, innovation, and efficiency—particularly through digital transformation—you’re a confident communicator and collaborative partner. Above all, you’re committed to equality, diversity, and ensuring residents remain at the heart of everything we do. You may not have direct local government experience, but you need to understand how councils work, and our social, economic and political drivers. 

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.  Our benefits package includes a leave entitlement of 31 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.   

Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications. If you wish to apply for this role, please ensure that you do so as soon as possible.   
 
Additionally, we are aware that automated emails may be diverted through to junk email folders.  Please continue to check these through the application process.  If you have any questions about the status of your application, please contact ResourcingHub@haringey.gov.uk.

If you would like an informal chat about the role with the Delivery Director for Tackling Inequality before you apply, please email angela.moukouta@haringey.gov.uk to arrange.