Allen Lane Ltd.

Head of Customer Experience - London - £550/day Inside IR35 - Local Authority A London-based local authority is seeking an interim Head of Customer Experience & Resident Support to lead its multi-channel, multi-site customer service operations. This strategic and operational leadership role focuses on transforming the council's front door into a more preventative, holistic, and right-first-time service. This is a hybrid role requiring a minimum of 3 days onsite per week across two key service locations in North London. The contract offers up to £550/day (Inside IR35), and agency staff are required to take a mandatory minimum of 30 days annual leave. The post will be advertised permanently in mid to late November, and while the interim candidate may apply, it is not a requirement. Key Experience Required: Strategic leadership of large, customer-facing services Transformation and change management across complex organisations Strong stakeholder engagement and cross-departmental collaboration Data-driven decision-making and performance management Digital innovation and channel shift expertise Budget management and delivery of savings Experience in local authority or public sector environments PLEASE ONLY APPLY IF YOU HAVE EXPERIENCE IN STRATEGIC CUSTOMER SERVICE LEADERSHIP WITHIN LOCAL AUTHORITIES. Applications without such experience will not be considered. TLDR; Role: Head of Customer Experience & Resident Support Start Date: Mid Oct Location: Hybrid - 3 days onsite in North London Contract Length: 3 months Daily Rate: Up to £550 IR35 Status: INSIDE