Head of Customer Experience

Overview

Job Title: Head of Customer Experience

Employer: Babergh and Mid Suffolk District Councils

Location: Endeavour House, 8 Russell Road, Ipswich, Suffolk IP1 2BX

Salary: £64,269 - £78,039 per annum (pro rata for part time)

Hours: Full Time, 37 hours per week

Contract: Fixed Term Contract or Secondment Opportunity for 2 years

Notes: This role is open to full time, part time, and job share applications, all of which will be assessed equally.

Role purpose: Lead the continued transformation of the councils’ customer offer, embedding high‑quality service delivery and digital innovation across both councils.

You will lead on:

• Customer Services and Digital Transformation: Lead and develop all corporate customer service delivery teams to deliver high‑quality, consistent services across in‑person, telephony and digital channels. Drive digital transformation by improving online access, streamlining customer journeys and embedding a modern, customer‑first approach across the organisation.
• Corporate Complaints and Feedback: Lead the Councils’ corporate complaints process, ensuring complaints and feedback are managed professionally, consistently and with empathy. Use data, insight and learning from customer feedback to drive service improvement, strengthen early resolution and improve overall customer satisfaction.
• Cost of Living and Digital Inclusion: Coordinate the Councils’ response to cost of living challenges, working across services and with external partners to ensure residents can access timely advice, support and early help. Lead digital inclusion initiatives to reduce the risk of digital exclusion and improve access to online services, particularly for vulnerable or hard‑to‑reach customers.

We are seeking a customer centric leader who is passionate about customer experience, service transformation, and supporting communities.

• Leadership experience across multi‑channel customer service environments
• Proven success in customer transformation and digital improvement
• Experience leading effective complaints handling and turning insight into action
• Excellent communication
  , able to work confidently with senior leaders, Members and partners
• Collaborative, inclusive and values‑led leadership style
• Understanding of cost of living challenges and experience designing or delivering support for those in financial hardship
• Strong analytical and problem‑solving skills
  , using data to inform improvement
• Commitment to continuous learning
  , openness, integrity and putting customers first

At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in. We serve around 200,000 residents across our two districts and are known for collaboration and partnership across public, private and voluntary sectors. We are proud to be in Suffolk, with:

• 60 conservation areas
• Two National Landscapes
• Many picturesque market towns

It is no surprise we are ranked among the top 50 places to live in the UK.

We offer a comprehensive benefits package, including:

• Generous leave entitlement (26 days a year, rising to 31 days after 5 years)
• Competitive Local Government Pension Scheme
• Wellbeing Support and Employee Assistance Programs
• Private Health Care Options
• Electric Vehicle Salary Sacrifice Scheme
• Paid volunteering days
• Flexible and hybrid working arrangements (Business needs permitting)
• Great learning and development opportunities

For more information, contact details and application guidance are provided below. The closing date is 1 March 2026 at 11:55pm.

• Please ensure your application form is fully completed, including employment and education history
• Your supporting statement clearly addresses how you meet the criteria in the Person Specification

Additional information: This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.

Step-by-step application process: