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Head of Customer Services & Channel Shift

Are you passionate about ensuring customer services are the best that they can be?

Ipswich is a town with a rich heritage and an exciting future. As a regional centre, we play a vital role in Suffolk’s economic success. This is the perfect time to join us. We have developed a new corporate strategy and operating model that maximises the many opportunities available to us and defines our core purpose to champion our community and revitalise our town.

We are on an exciting journey as we look to champion our vibrant communities and prioritise the revitalisation of our county town, Ipswich. As part of this, we are looking for a proactive, passionate and positive Head of Customer Services & Channel Shift to ensure our Customer Services are run with the service-user at its heart.

About the role

You have the opportunity to be the principal lead and customer service professional for implementation of the Council’s Customer Access Strategy and undertaking the strategic and operational leadership of the Council’s Corporate Contact Centre and ensuring effective delivery through the operational management of the centre. This role is unique in its coverage of the Council’s digital customer service delivery and innovating ways for customers to channel shift from traditional contact methods to on-line service access.

You will also have the opportunity to lead on and deliver the strategic transformation of services through the implementation of technology on a council-wide basis. As technology plays an increasingly important role in people’s lives, we are looking to identify where digital solutions can create enhancements and efficiencies for services while reducing costs. We will also look to you to guide how we can support residents in adopting the online services. Ultimately, this role gives you the opportunity to make our customer service provision sector leading; multi-channelled, multi-disciplined, multi-tooled with a focus on achieving the highest quality for our residents.

About Ipswich

As Britain’s oldest Anglo-Saxon town, we have amazing heritage coupled with great arts and culture. We are an urban borough, home to 140,000 people and just one hour from London, all surrounded by the beautiful Suffolk countryside and coastline. Our Waterfront area, home to the University of Suffolk, the Ipswich Marina and a host of bars, restaurants and leisure facilities, builds on our proud history as a maritime powerhouse.

Let’s talk about you

This is a role for a passionate Customer Services professional who will bring a wealth of enthusiasm, supplemented with substantial experience of working with Contact Centre, CRM and web-based technologies.   You’ll show us your ability to work collaboratively and collegiately across the Council and with partners to achieve our ambitions and serve the people of Ipswich.

Visit to find out more and apply. Or, for a confidential discussion, contact our retained advisors at Tile Hill: Maud Hollis 07444 696659  or Clare Connor 0161 4080703

Head of Customer Services & Channel Shift

Ipswich, UK
£59,625 to £64,146 pay award pending from 1st April 2024

Published on 11 Apr 2024

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