About us

Situated in North Worcestershire, Redditch Borough Council shares services with its neighbouring authority of Bromsgrove. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving on delivery services that make a difference to the community that we serve.

The role

The Head of Finance and Customer Services is responsible for:

• Accounts & Financial Management & Advice
• Revenues including Council Tax, Business Rates Corporate Income & Debt Management
• Benefits
• Compliance
• Audit
• Risk Management
• Payroll (RBC, BDC, WFDC)
• Customer Services including:
  Complaints and Customer Feedback
  Customer Service Strategy
  Cashiers
  Front of House Services
  ​​​​​​​Switchboard Services

You will provide effective leadership and development for the above service areas, ensuring the necessary changes to culture and practice to further improve service delivery and outcomes for customers as well as ensuring that the strategic purposes and corporate priorities of each Council are met and that all residents receive services which provide service improvement and value for money through the delivery of direct and commissioned services.

Key requirements

To assist the Chief Executive and Executive Directors in providing strong and effective corporate management of both Councils through:

• Working closely with the corporate management team to help create and embed the necessary changes in culture and practice to meet the needs of both Councils
• Contribute to the achievement of both Councils’ overall objectives by aligning the services to its vision, strategic purposes and corporate priorities, working with colleagues across both Councils to effectively and efficiently deliver joined-up programmes, projects, policies and initiatives, optimising the effective and efficient use and deployment of resources
• Establish and maintain effective working relationships with all elected members as appropriate
• Build effective working relationships with internal and external partners, stakeholders and communities of interest in order to develop and improve services
• Promote a positive image of both councils externally and represent the councils in discussions with partner organisations and stakeholders
• Undertake, as required, responsibilities of Duty Officer for Out of Hours / Emergency planning.
• Ensure all services within the remit positively contribute to addressing climate change.
• Lead and manage the Finance, Revenues, Benefits and Customer Services teams, delivering excellence across the service through the development of high performing teams, effective delegation, communication, cross-authority working, prioritising customer service and satisfaction across all areas
• Lead and innovate in the development of new approaches to service delivery to ensure continuous improvement in performance, value for money, and quality of services for customers

Skills & experience

1. Relevant professional qualification (UK chartered accountancy body qualification)
2. An in-depth knowledge and management experience of at least one of the significant services specified in the job description in a demanding, complex and politically sensitive environment
3. A good understanding of a wide range of policy and operational issues, as well as experience of achieving significant service outcomes, in at least one of the significant services specified in the job description
4. Proven success in leading a large multi-disciplined team through major change, managing the integration of functions into a customer-focused service that significantly contributes to the achievement of corporate priorities
5. A successful track record of operating in a complex political context and winning the respect, trust and confidence of all Councillors, staff, residents and partners
6. A strong track record of achievement in developing, managing and implementing service strategies that underpin the delivery of progressively higher standards of service and cost reductions within challenging organisational circumstances
7. Experience of planning, monitoring and managing service budgets
8. Evidence of having used diversity (in its broadest sense), in a very practical way, to increase levels of organisational performance
9. Demonstrates a commitment to self and staff development

Additional information 

The Council has been implementing a Finance recovery programme since 2022. This programme is in addition to rectifying the section 24 statement that was received by both Council's due to non delivery of 20/21 accounts. A key facet of this role is to get the councils accounts up to date and ensure financial governance is both effective and delivers best value for the council.

In addition to this the revenue and benefits and customer services teams require restructuring. This process is underway but the post holder will need to direct the implementation of these new structures.

We offer our staff a range of benefits including pension, generous leave entitlements, flexible working (where appropriate) and access to employee benefits platform (salary sacrifice schemes, high street discount etc)

The closing date for completed applications is: Sunday 3 December (Midnight)

Interviews will be held on Friday 8 December 

Supporting documents
Head-of-Finance-and-Customer-Services-JD.pdf