Head of Customer Engagement

This is a key leadership role with responsibility for CFLL customer engagement. You will lead a diverse service, bringing together customer relations, user voice and participation functions to ensure a consistent, high-quality approach to complaints management, feedback, engagement and participation. You will oversee statutory complaints services, ensuring compliance with legal frameworks and council policies, while modelling a solution-focused, outcome-driven approach to resolving concerns and improving the experience of residents. You will lead the development and delivery of our User Voice and Participation work, ensuring that children and families are actively involved in shaping services and influencing service delivery and performance. A key part of the role is driving system learning and service improvement. You will ensure that intelligence from complaints, feedback and engagement activity is translated into insight, informing planning, performance management and quality assurance across the directorate. This role carries some line management responsibility as you will lead and develop teams and functions across customer engagement and advocacy, providing clear leadership, direction and support to deliver high-quality services., An enhanced DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) check will be required for this role. Local Government Organisation (LGR) Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to new unitary councils in April 2027. Your role will transfer with current terms and conditions to one of these new councils, supporting local devolution and greater powers for our communities. Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council

• Significant senior leadership experience in customer engagement, complaints or related functions within a complex organisation
• Strong knowledge of statutory frameworks relating to children's services, complaints, FOI and subject access requests
• A proven ability to develop and deliver strategy, drive service improvement and embed new ways of working
• Experience of leading diverse or complex teams and managing budgets effectively
• Strong analytical skills, with the ability to translate insight into tangible service improvement
• Excellent communication, influencing and partnership-working skills at senior level
• Experience of leading through change, with strong organisational and political awareness
  
  This permanent role has a starting salary of £73,317 per annum, based on a 36 hour working week. We support hybrid working with the right balance. We come together in person for 2 days per week on average and support working from home the rest of the time.
We have a great opportunity to join our CFLL Customer Engagement team as a Head of Customer Engagement. Our Offer to You
• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents