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Head of Customer Service and Channel Shift

Ipswich Borough Council

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 

Closing date for applications: Sunday 21st April at midnight.

To apply:

To apply, please submit an up-to-date copy of your CV (four sides of A4 maximum), along with a supporting statement (four sides of A4 maximum) detailing your experience, and achievements and addressing the key criteria for the role set out on this site and using examples to demonstrate how you meet the requirements. Documents should be uploaded via our website, please include and upload the below information in two documents only. If you experience any issues whilst applying, please contact

Applications should include:

  • Full contact details;
  • Names, positions, organisations and contact details for two referees (we will ask your permission before contacting referees);
  • Notification of any dates when you are not available for an interview.

Recruitment Timeline:

  • Closing Date: Midnight on Sunday 21st April
  • Longlist Meeting (no candidate involvement): Thursday 25th April
  • Technical interviews (virtual): Monday 29th April - Wednesday 1st May
  • Shortlist Meeting (no candidate involvement): Wednesday 1st May
  • Psychometric Assessments: (online) Wednesday 1st May - Sunday 7th May
  • Final Panel (in person): Thursday 9th May or Friday 10th May 

At Tile Hill, we are committed to inclusion and accessibility. We champion and support all individuals to ensure everyone feels valued, listened to and motivated to get the very best out of each recruitment process and that processes are designed to meet the needs of individuals. If you have any specific requests and would like a confidential discussion with the Tile Hill team, then please email

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Ipswich Borough Council

Ipswich, Suffolk


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

REF: 1510177

Expires: 21/04/24 23:59

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