Head of Customer Experience

Cheshire East Council
Salary £73,906 to £85,883
Hackney

Cheshire East is a big borough with huge potential.  Home to 400,000 people, it’s a place with fantastic assets, great connectivity and serious economic clout.  With a new Chief Executive, Leader and Deputy Leader appointed in 2024, the council is embarking on a major reset to ensure our financial sustainability and protect essential services – creating a council that is fit for the future and that can continue to deliver our ambitions for the borough.

THE ROLE

In November 2024 we embarked on our first round of senior appointments, and we are now pleased to move forward with our second tranche of recruitment.  This includes the Head of Customer Experience, who will report to the Director of People and be responsible for customer experience strategy and transformation, the operational customer contact centre and the customer service improvement team.  You will work across all council services, and with partners and with Members, to drive the council’s cultural and operational transformation of customer experience, delivering enhanced journeys for the residents and businesses of Cheshire East.

You will also lead on the design, development and implementation of a new ‘target operating model’, maximizing digital technology, driving efficiencies and ensuring services are inclusive to all customers.

We know we have a challenging journey ahead of us – but the building blocks are in place and we are determined to emerge as a stronger and more innovative council, with the right people and the right structure.   Ultimately, this is about our communities and residents, and ensuring that we can offer them the excellent services and support they deserve as well as fully release the borough’s potential.

INFORMATION

For further details, please click on the role profile and useful links below. For more information please contact Emily Lockwood (emily.lockwood@starfishsearch.com / 0113 360 7612) or Luke Judd (luke.judd@starfishsearch.com / 07435 270 659)

Role Profile     Structure Chart    
Timeline

Closing date: 23rd February 2025

Useful Links
Message from the Chief Executive VIEW
Cheshire East Council Plan 2024-25 VIEW
Our Transformation Plan VIEW
LGA Corporate Peer Challenge in March 2024 VIEW
Budget and MTFs VIEW
The CLT VIEW
Political Composition VIEW
Facts and Figures VIEW
Visit Cheshire VIEW
Customer Experience Strategy VIEW
How to apply

To make an application, please click on the apply now button below, with the following prepared:

  • Your CV (no more than three sides of A4).
  • A supporting statement (no more than three sides of A4) that sets out why you think this role is the right move for you and how you meet the knowledge and experience criteria.

If our client is a member of the Disability Confident Scheme and you would like to apply under the scheme, please state that clearly at the top of your supporting statement, along with any adjustments you require to be made if invited for interview.

Apply