Head of Customer Access and Experience

Connect2Luton are excited to recruit a Head of Customer Access and Experience on behalf of Luton Borough Council.Main purpose of position:Customer Access and Contact: Lead the Council''s customer access and contact function across frontline and service-specific teams, ensuring residents can obtain the information, advice, support and services they need through effective, accessible and sustainable service channels.Customer Insight and Experience: Lead the Council''s approach to understanding, measuring and improving resident experience of accessing the Council''s services through performance management, standard setting, quality assurance, workforce development, customer insight and organisational learning.Corporate Complaints: Lead the Council''s corporate complaints function, ensuring effective complaint resolution, regulatory compliance and robust corporate oversight of the Council''s complaints framework.Strategic Leadership: Lead the development and delivery of the Council''s customer access and experience strategy, working with services across the organisation, residents and partners to ensure positive outcomes and driving continuous improvement.Operational Leadership: Provide strategic direction for the Customer Access and Experience service, with accountability for people, financial and political management, ensuring resources, services and partnerships are aligned to corporate priorities and organisational objectives.You will be responsible to:Own the performance of ..... full job details .....