Customer Experience Service Lead

Job introduction

Job title: Customer Experience Service Lead

A bit about us:

Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces – there’s really something for everyone!

The role:

We are seeking an experienced and motivated Customer Experience Service Lead to provide strategic and operational leadership across our customer-facing services. This role is critical to ensuring high-quality, consistent, and customer‑focused service delivery, while driving continuous improvement and service excellence.

The successful candidate will lead operational teams, translate customer insight into meaningful improvements, and work collaboratively with internal and external stakeholders to deliver services that meet both organisational objectives and customer needs. You will play a key role in shaping the customer experience strategy, embedding a culture of accountability, performance, and customer focus across the service.

Key responsibilities:

• Provide strong leadership and direction to customer experience teams, ensuring services are delivered efficiently, consistently, and to a high standard
• Lead on operational performance, using data and insight to monitor demand, identify trends, and drive continuous improvement
• Champion the customer voice, ensuring customer feedback and insight are embedded into service design and decision‑making
• Manage service delivery against agreed KPIs, service standards, and customer outcomes
• Work collaboratively with senior leaders, partners, and stakeholders to support service transformation and improvement initiatives
• Ensure effective workforce planning, performance management, and staff development within the service
• Maintain compliance with relevant policies, procedures, and governance requirements

This role offers the opportunity to make a meaningful impact on how customers experience our services. As Customer Experience Service Lead, you will:

• Play a pivotal role in shaping and influencing the organisation’s customer experience strategy
• Have the authority and autonomy to drive service improvement and operational excellence
• Work closely with senior leaders and key stakeholders, contributing to strategic decision‑making
• Lead and develop high‑performing teams, supporting career progression and professional growth
• Use customer insight and data to deliver tangible improvements for customers and communities
• Gain exposure to service transformation initiatives and innovative ways of working
• Be supported to develop your leadership capability within a collaborative and forward‑thinking environment

This role provides a unique opportunity to balance strategic influence with hands‑on operational leadership, enabling you to see the direct impact of your work on customer outcomes and service performance.

This role is fixed term for the purpose of backfilling a postholder who is undertaking a limited term project and will end nine months from your contracted start date.

Our offer to you:

• At least 31 days holiday, plus bank holidays, rising to 35 after 5 years’ service (pro rata if part time) - option to purchase further days
• Agile working (role dependent) - a “Flexibility First” approach to agile working, where flexibility is the norm rather than the exception
• Part of the Local Government Pension Scheme – option to join the AVC Scheme
• Progression - opportunities and training through a wide range of high quality learning
• Health and Wellbeing - offer including Employee Assistance Programme
• Cycle to Work and Travel Pass Schemes
• Drive Time – a salary sacrifice car lease scheme
• Family friendly policies with enhanced leave
• Discounted Gym Memberships
• Employee Volunteering Scheme
• Medicash

Next steps:

Closing date: midnight on Monday 25 May 2026 (subject to change)
Shortlisting date: between 25 May and 5 June 2026 (provisional)
Interview date: between 8 and 12 June 2026 (provisional)
Interview type: face-to-face

We reserve the right to close this vacancy early. Once the role has closed, you will not be able to submit an application, and we are unable to reopen the vacancy for you to complete it. We strongly recommend submitting your application well in advance of the closing date to avoid disappointment.

If you would like any further information or an informal discussion, please contact Sarah Kelly via sarah.kelly@liverpool.gov.uk.

Watch our recruitment video and see what life is like working at Liverpool City Council.

Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role.

If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk.

Although we advertise on Jobs Go Public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications. Please ensure you complete your full profile, work and education history in Tribepad.

Eligibility to work in the UK will be verified in the final stages of the selection process. All candidates must either already have a right to work in the UK before commencing employment or meet the Home Office criteria for Visa sponsorship. Candidates who require sponsorship should evaluate the Home Office eligibility criteria for a Skilled Worker visa before applying.

This is not legal advice, and we advise you to seek your own independent legal advice tailored to your own personal circumstances.