Head of Customer Experience & Communications



  • Location


  • Job type


  • Sector

    Local Government

  • Job ref


  • Expiry date

    10 November 2019

  • Client


Ref: GSi60623

Head of Customer Experience and Communications

A London borough are looking for a Head of Customer Experience and Communications to;​

  • Lead high performing, ambitious communications, customer services, complaints, Members Enquiries, consultation and community engagement services, while driving forward innovation and improvements to increase income generation and maximise commercial opportunities.
  • Strategic responsibility for protecting and enhancing the council’s reputation through a highly professional communications and engagement service. Lead and drive the delivery and continuous improvement of the council’s customer contact (face-to-face, telephone, website and digital platforms). Innovating and driving the use of digital and social media to improve the delivery of services to residents and customers efficiently and effectively.
  • Lead high performing engagement and consultation services to ensure that the Council’s residents, customers and community partners are fully engaged with the Council’s agenda and strategic priorities, continually driving innovation through digital engagement and a new engagement strategy for the organisation
  • Lead the Council’s corporate complaints and Member enquiries service, taking a proactive approach to resolving external customer complaints and using customer feedback to drive service improvement across the organisation.

They are looking for someone to start as soon as possible for a length of 6 months. The role will be inside IR35 and the day rate is between £500-£600.

How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.

Contact details
Anton Ramdhanie: 07384 253674