Assistant Director, Customer Services

We are seeking a dynamic and experienced Assistant Director of Customer Services to join our leadership team at Perceval House. This pivotal role is essential to the success and continued growth of the London Borough of Ealing’s commitment to delivering outstanding public services.

As Assistant Director, you will lead a diverse and dedicated team, driving customer-focused initiatives and ensuring the highest standards of service delivery across our borough. You will play a key role in shaping strategies that enhance customer experience, streamline service operations, and foster strong community engagement.

Key Responsibilities

• Provide visionary and operational leadership for all customer services within the borough, ensuring services are accessible, efficient, and responsive to residents’ needs.
• Develop and implement customer service strategies aligned with the Council’s objectives and priorities, promoting innovation and continuous improvement.
• Manage and motivate a multidisciplinary team, fostering a culture of excellence, accountability, and collaboration.
• Oversee the delivery of high-quality, inclusive, and equitable services across all customer touchpoints, including digital and face-to-face engagement.
• Collaborate with internal departments, external partners, and stakeholders to enhance service integration and community satisfaction.
• Monitor performance metrics, analyse customer feedback, and lead initiatives to improve service delivery and customer experience.
• Ensure compliance with relevant legislation, policies, and best practices governing public sector customer services.
• Manage budgets effectively, ensuring value for money and efficient allocation of resources.
• Represent the Council at relevant meetings, forums, and public events, acting as an ambassador for our commitment to excellent customer service.

Person Specification & Qualifications

• Proven senior leadership experience within customer services, preferably in the public sector or a related field.
• Strong understanding of local government operations, public service delivery, and community engagement.
• Excellent strategic planning, organisational, and project management skills.
• Demonstrable ability to lead and inspire teams to achieve ambitious goals and deliver exceptional customer experiences.
• Outstanding communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Experience managing complex budgets and resources, with a focus on efficiency and value for money.
• Commitment to equality, diversity, and inclusion in service design and delivery.
• Relevant professional qualifications or equivalent experience; a degree in public administration, business management, or a related discipline is desirable.

Why Join Us?

Joining the London Borough of Ealing means becoming part of a forward-thinking and inclusive organisation that values its employees and the communities it serves. You will benefit from:

• A competitive salary package reflecting the importance of this senior leadership role.
• Opportunities for professional development and career progression.
• A supportive working environment committed to work-life balance.
• Contribution to meaningful change that positively impacts residents’ lives.
• Generous pension scheme and other public sector benefits.

How to Apply

If you are passionate about delivering excellent customer services and have the leadership skills to drive change within a vibrant council setting, we would love to hear from you. Please submit your CV and a supporting statement addressing how your skills, knowledge and experience meet the essential criteria on the person specification for the role, to seniorrecruitment@ealing.gov.uk by 11:59pm on Sunday 7 June 2026.

Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.

If you require any reasonable adjustments, please let us know about anything that would help you to demonstrate evidence that you meet the essential criteria for the role.

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we’re looking forward to hearing from you.

Please note all applications will be determined on merit.

This role is subject to Ealing Council’s enhanced vetting process.

• Role profile - Assistant Director Customer Services final.pdf