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- Tasks: Lead customer experience transformation and improve service delivery for our communities.
- Company: Babergh and Mid Suffolk District Council, dedicated to community building and support.
- Benefits: Generous leave, pension scheme, wellbeing support, and flexible working options.
- Why this job: Make a real difference in residents' lives while shaping modern, accessible services.
- Qualifications: Strong leadership in customer service and digital transformation required.
- Other info: Join a collaborative team committed to equality, diversity, and community support.
The predicted salary is between 54200 - 62400 £ per year.
Babergh and Mid Suffolk District Council are looking to recruit a Head of Customer Experience to join our team based in Ipswich, Suffolk. You will join us on a full time, fixed term contract or secondment opportunity for 2 years basis. The successful candidate will earn a competitive salary of £64,269 - £78,039 per annum (pro rata for part time). This role is open to full time, part time, and job share applications, all of which will be assessed equally.
We are looking for a Head of Customer Experience to lead our Customer Services, website/Digital Services, Corporate Complaints and approach to the Cost of Living and Digital Inclusion. This is a rare opportunity to shape how thousands of residents interact with the councils every year, ensuring our services are accessible, modern, compassionate and high performing. You will play a central role in improving outcomes for our communities, supporting those facing hardship, and driving a culture where customer voice shapes everything we do. If you share our values and are motivated to make a difference for our residents, clients, and communities, we would love to hear from you.
About the role
Reporting to the Director - Customers, Vulnerabilities and Governance, you will lead the continued transformation of our customer offer, embedding high-quality service delivery and digital innovation across both councils. You will lead on:
- Customer Services and Digital Transformation - Lead and develop all corporate customer service delivery teams to deliver high-quality, consistent services across in-person, telephony and digital channels. Drive digital transformation by improving online access, streamlining customer journeys and embedding a modern, customer-first approach across the organisation.
- Corporate Complaints and Feedback - Lead the Councils' corporate complaints process, ensuring complaints and feedback are managed professionally, consistently and with empathy. Use data, insight and learning from customer feedback to drive service improvement, strengthen early resolution and improve overall customer satisfaction.
- Cost of Living and Digital Inclusion - Coordinate the Councils' response to the cost of living challenges, working across services and with external partners to ensure residents can access timely advice, support and early help. Lead digital inclusion initiatives to reduce the risk of digital exclusion and improve access to online services, particularly for vulnerable or hard-to-reach customers.
About you
We are seeking a customer centric leader who is passionate about customer experience, service transformation, and supporting communities. You will bring:
- Strong leadership experience across multi-channel customer service environments
- Proven success in customer transformation and digital improvement
- Experience leading effective complaints handling and turning insight into action
- Excellent communication, able to work confidently with senior leaders, Members and partners
- A collaborative, inclusive and values-led leadership style
- A strong understanding of the challenges facing residents during the cost of living crisis, and experience designing or delivering support for those in financial hardship
- Strong analytical and problem-solving skills, using data to inform improvement
- Commitment to continuous learning, openness, integrity and putting customers first.
About us
At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in. We serve around 200,000 residents across our two districts and are well known for our collaboration and partnership working across public, private and voluntary sectors. We believe that the heart of Suffolk is an incredibly special place to live and work, with:
- 60 conservation areas
- Two National Landscapes
- Many picturesque market towns.
It is no surprise we are ranked among the top 50 places to live in the UK.
Employee Benefits
We offer a comprehensive benefits package, including:
- Generous leave entitlement (26 days a year, rising to 31 days after 5 years)
- Competitive Local Government Pension Scheme
- Wellbeing Support and Employee Assistance Programs
- Private Health Care Options
- Electric Vehicle Salary Sacrifice Scheme
- Paid volunteering days
- Flexible and hybrid working arrangements (Business needs permitting)
- Great learning and development opportunities.
Our working culture
We believe work is what we do, not just where we go. We work in a hybrid way, with a mix of office, home, and remote based working (Business need permitting). Our hybrid working arrangements support flexibility and collaboration, helping our teams to thrive. We are committed to equality, diversity and inclusion, providing opportunity and ambition for all, supporting and enabling our people to deliver the best possible services for our residents.
Closing date: 11.55pm, 1 March 2026
If you think you have what it takes to be successful in this Head of Customer Experience role, even if you don't meet all the requirements, please apply. We would appreciate the opportunity to consider your application. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.
Head of Customer Experience in Ipswich employer: Babergh and Mid Suffolk District Council
Contact Detail:
Babergh and Mid Suffolk District Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Ipswich
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those connected to Babergh and Mid Suffolk District Council. Attend local events or online webinars to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the council's recent initiatives and challenges. Show us you’re not just interested in the role but also passionate about making a difference in the community.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their goals, especially around customer service transformation and digital inclusion. We want to hear how you can make an impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Customer Experience in Ipswich
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Head of Customer Experience role. Highlight your leadership experience and any relevant achievements in customer service transformation.
Showcase Your Passion: Let your enthusiasm for improving customer experiences shine through! Share examples of how you've made a difference in previous roles, especially in areas like digital transformation and community support.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, making it easy for us to see how you fit the role. Remember, we want to understand your journey and vision quickly!
Apply Through Our Website: We encourage you to submit your application via our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Babergh and Mid Suffolk District Council
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and digital transformation. Be ready to discuss how you've successfully led teams in multi-channel environments and improved service delivery. This role is all about shaping how residents interact with the council, so show them you understand what that means!
✨Showcase Your Leadership Style
Prepare examples of your leadership experience, especially in collaborative and inclusive settings. Talk about how you've motivated teams and driven a culture of customer-first thinking. They want to see that you can lead with empathy and integrity, so be genuine in your responses.
✨Data-Driven Decision Making
Since this role involves using data to inform improvements, come equipped with examples of how you've used analytics to drive service enhancements. Discuss specific instances where customer feedback led to actionable changes. This will demonstrate your analytical skills and commitment to continuous improvement.
✨Understand the Community Challenges
Familiarise yourself with the current challenges facing residents, particularly around the cost of living crisis. Be prepared to discuss how you've designed or delivered support for those in financial hardship. Showing that you care about the community will resonate well with the interviewers.
