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For Companies At a Glance
- Tasks: Lead customer service transformation and drive digital innovation for two councils.
- Company: Babergh and Mid Suffolk District Councils, committed to community building.
- Benefits: Generous leave, pension scheme, wellbeing support, and flexible working options.
- Why this job: Make a real difference in customer experience and community support.
- Qualifications: Leadership experience in customer service and proven success in digital transformation.
- Other info: Join a collaborative team in one of the UK's top places to live.
The predicted salary is between 55000 - 65000 £ per year.
Location: Endeavour House, 8 Russell Road, Ipswich, Suffolk IP1 2BX
Salary: £64,269 - £78,039 per annum (pro rata for part time)
Hours: Full Time, 37 hours per week
Contract: Fixed Term Contract or Secondment Opportunity for 2 years
This role is open to full time, part time, and job share applications, all of which will be assessed equally.
Responsibilities
Role purpose: Lead the continued transformation of the councils’ 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 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.
- 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
- Collaborative, inclusive and values‑led leadership style
- Understanding of cost of living challenges 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 known for collaboration and partnership across public, private and voluntary sectors. We are proud to be in Suffolk, 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
How to Apply
For more information, contact details and application guidance are provided below. The closing date is 1 March 2026 at 11:55pm. Please ensure your application form is fully completed, including employment and education history. Your supporting statement clearly addresses how you meet the criteria in the Person Specification.
Additional information: 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.
Step-by-step application process:
- Read the advert and the Job Description and Person Specification (JD and PS).
- Complete the Supporting Statement template.
- Complete the online application and upload your statement. Your statement should indicate how you meet the criteria in the ‘Person specification’ section of the JD and PS.
- Ensure your statement is no more than 2 sides of A4, uses the provided template, and is uploaded with your online application.
Head of Customer Experience in Ipswich employer: Babergh and Mid Suffolk District Councils
Contact Detail:
Babergh and Mid Suffolk District Councils 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 Councils. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by researching the councils' recent initiatives. Show us you’re not just passionate about customer experience but also informed about their specific challenges and successes.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've transformed customer experiences in the past. We love hearing about real-life impacts and how you’ve used data to drive improvements.
✨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, it shows you’re serious about joining our team!
We think you need these skills to ace Head of Customer Experience in Ipswich
Some tips for your application 🫡
Read the Job Description Thoroughly: Before diving into your application, take a good look at the job description and person specification. This will help us understand what we're looking for and how you can best showcase your skills.
Craft a Strong Supporting Statement: Your supporting statement is your chance to shine! Make sure it clearly addresses how you meet the criteria in the person specification. Use specific examples to demonstrate your experience and passion for customer experience.
Keep It Concise and Relevant: Remember, your statement should be no more than 2 sides of A4. Stick to the point and make every word count. We want to see your best bits without any fluff!
Apply Through Our Website: When you're ready, make sure to submit your application through our website. It's the easiest way for us to receive your details and keep everything organised. We can't wait to see what you've got!
How to prepare for a job interview at Babergh and Mid Suffolk District Councils
✨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 similar initiatives in the past, as this role is all about embedding high-quality service delivery.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach, especially in multi-channel environments. Highlight examples where you've fostered collaboration and inclusivity, as these qualities are key for the councils' values.
✨Data-Driven Decision Making
Since the role involves using data to drive service improvements, come equipped with examples of how you've used analytics to inform decisions. Discuss specific outcomes that resulted from your insights into customer feedback and complaints handling.
✨Understand the Community Needs
Familiarise yourself with the cost of living challenges faced by residents in the area. Be prepared to discuss how you've designed or delivered support for those in financial hardship, showing your commitment to community welfare.
