We are looking for an exceptional and visionary Head of Customer Experience and Resident Support to join a local authority in North London. At the heart of this role is the leadership of the Council''s "front door" - a high-volume, multi-channel, multi-site service that handles resident contact through phone, face-to-face, social media, and digital channels. You will drive continuous improvement, service integration, and digital innovation to deliver an experience that is preventative, holistic, right-first-time, and shaped around residents'' needs. As a senior leader, you will inspire a large and diverse team, champion a culture of accountability, performance and collaboration, and bring a relentless focus on outcomes, equity and value for money. About the Role You will provide strategic and operational leadership to a critical service area, shaping and delivering a new Customer Services operating model and brand. Your work will directly support the council''s vision for inclusive, accessible and resident-centred services. Key responsibilities include: Designing and delivering a more preventative, digitally-enabled, right-first-time customer service model. Creating strong collaborative relationships with Heads of Service to manage demand and design effective customer journeys. Leading major change and transformation programmes, including service redesigns and restructures. Using performance data, resident feedback, and service intelligence to drive continuous improve