Head of Resident Experience and Resolution

This is a rare opportunity to lead one of Hackney Council’s most important resident-facing services and help redefine how residents access support, navigate the Council and get their needs resolved.

We are looking for an exceptional senior leader to bring together customer operations, resident resolution, digital access, the Council’s web platform and content, customer insight, knowledge management and continuous improvement within a single integrated service.

This is much more than a traditional customer services role. You will lead a large, multidisciplinary workforce and be accountable for maintaining high-quality operational services while transforming the systems and journeys that create demand. Your challenge will be to improve access, increase successful self-service, reduce avoidable and repeat contact, strengthen first-contact resolution and ensure appropriate support remains available to residents who need additional help.

You will lead the continued development of Hackney’s Resolution Centre, creating clearer case ownership and coordinated support for residents with complex or cross-cutting needs. You will use operational evidence, resident insight, complaints and performance information to identify underlying problems and secure lasting improvements across the Council.

We need a visible, engaging and resilient leader who can bring colleagues with them through significant organisational and cultural change. You will set clear expectations, develop leadership capability and create an inclusive culture in which colleagues feel informed, valued and empowered to improve services.

Working in a complex and politically accountable organisation, you will build trusted relationships with senior leaders, elected Members, Trade Unions, community organisations, partners and suppliers. You will need the confidence to provide constructive challenge, navigate competing priorities and turn strategic ambition into measurable delivery.

The successful candidate will have a strong record of:

• Leading large, complex customer or resident-facing operations.
• Delivering major service, organisational and cultural change while maintaining operational performance.
• Engaging colleagues openly and effectively through uncertainty and change.
• Introducing innovative digital, operational or service-design solutions that have improved customer outcomes.
• Using insight, performance data and frontline knowledge to redesign services and reduce avoidable demand.
• Delivering measurable efficiencies, productivity improvements, savings or increased income.
• Influencing politicians, senior leaders, partners and stakeholders in a complex environment.
• Building high-performing, inclusive and accountable leadership teams.

You will join Hackney at an important point in its transformation. This role offers the opportunity to shape a new service, influence change across the whole Council and make a visible difference to residents’ everyday experience.

If you are an ambitious and values-led leader who can combine operational grip with innovation, empathy and the ability to deliver complex change, we would like to hear from you.

Success in the First 12 Months

• Establish a clear resident experience and resolution model, with effective triage, case ownership and accountability for resolving complex or cross-cutting issues.
• Deliver measurable improvements to priority resident journeys, expanding accessible digital self-service while ensuring effective support remains available for residents who need additional help.
• Introduce a robust performance framework that reduces avoidable contact, repeat demand and unresolved cases while improving satisfaction, accessibility and service outcomes.
• Lead and engage colleagues through change, building the skills, culture and ways of working needed to deliver a consistent and high-quality resident experience.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Closing date for applications: 11 October 2026 (22.59)

Interview date: TBC

Please note – we reserve the right to close applications early if we receive a high number of applications.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud. In order to achieve this, we are seeking individuals who embody our “PROUD” values: Purpose and Respect, where we foster belonging through active inclusion, kindness, and open dialogue; Ownership, where we champion proactive collaboration and accountability for our shared success; and Unity and Diversity, where we work as one Council to break down silos and champion anti-racist behavior.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk