The Role

Hammersmith and Fulham Council
Head of Resident Contacts and Customer Experience

From £58,614 to £77,070

At Hammersmith and Fulham, we care deeply about delivering high quality services for all of our residents. We want to ensure that our borough is safe, clean and green and continuously improves to remain a great place to live and work.

This is an exciting time to join Hammersmith and Fulham Council as Head of Resident Contacts and Customer Experience. We are delivering transformational projects to improve access to our services for our residents. This role gives you the opportunity to be at the forefront of this change which will reach across the whole council.

You will be responsible for the day to day operational management of a new in-house contact centre and all customer contact channels. Reporting to our AD Residents Services, you will be the face of the Council for all Member and Ombudsman enquiries and FOIs.

As part of the new Residents Services management team, you’ll develop a strong performance management culture that’ll take our services to the next level. To achieve this, you’ll critically assess and challenge our current delivery methods, implementing changes to improve performance and reduce costs. 

You will be someone who is currently leading a customer services operation. You’ll bring energy, teamwork and a desire to do things properly to ensure services make a lasting difference to our residents. Together, you’ll help us to achieve our ambitions of creating an even better borough.