Service Director – Customer, Democracy and Neighbourhoods

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Employer:
Sandwell Council
Location:
Sandwell
Salary:
£95,000 - £110,000
Closing Date:
Tuesday 26th August 2025
Job Ref:
GSe124321

Recruitment timetable

Closing Date
Tuesday 26th August 2025
Interview Process
September 2025 to be confirmed

Description

Enabling People, Empowering Communities, Enhancing Places 

Sandwell’s story is one of potential and striving to realise the ambitions of our borough, our residents and communities. We have been through a period of significant challenge including government intervention, but through determination and our drive for excellence, we look to the future with pride and a sense of purpose. While we have come so far, there is more to do; breaking down silos, embedding our values across the organisation, and ensuring that we continue to transform to deliver the best services for our residents. Created 50 years ago from six proud towns, each unique but united by a shared identity and rich culture, Sandwell is a place built on making things happen. It’s where industry met innovation, and where strong communities continue to shape the future.

We’re looking for an exceptional leader to join our senior team as Service Director of Customer, Democracy and Neighbourhoods – a pivotal role at the heart of our ambition to transform how we serve our communities, empower councillors to lead and ensuring our services reflect the needs of our towns, neighbourhoods and residents. This is a unique opportunity to create a single, unified engagement function, leading the integration of customer services across the authority to create a seamless, consistent experience for residents. You will champion innovation in digital to modernise how people interact with the council, whilst ensuring no one is left behind. But this role is about more than systems – it’s about people and place. You will drive a new model of neighbourhood working that puts councillors at the heart of the communities they represent. You will work closely with political leaders to develop relationships within the authority and externally, and strengthening our ward-level engagement to support our elected Members to lead locally, and help residents feel more connected to where they live, inspiring the next generation of civic leaders. Raising the profile and impact of local democracy, making it more visible, accessible and meaningful.

We are seeking someone who is truly collaborative, breaking down silos and bringing services together around the customer. Exhibiting high levels of political awareness you will need the ability to build strong relationships with Members, communities and partners is critical, inspiring cultural change, and leading transformation within our customer services function. You will bring a track record of senior leadership and a passion for public service, with the ambition to deliver great customer and community engagement in Sandwell.

For a confidential conversation about the role please contact our executive search partners GatenbySanderson: Alex Hayes via alex.hayes@gatenbysanderson.com or 07586 715843, or Philip Emms via Philip.emms@gatenbysanderson.com or 07590 225472.

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How to Apply

Please apply by submitting a CV and supporting statement (ideally two sides of A4 in length per document). Please also include your contact details.

  • Please ensure your full employment history is outlined in your application including any education or employment gaps.
  • In your supporting statement, please detail how you meet the essential criteria, competencies and qualification requirements detailed in the role specification. Please share with us the values and behaviours that you bring to your leadership, and how you will transfer your skills and experience to this role.
  • Be ready to provide the names, positions, organisations and contact details for two referees; one should be your current or most recent employer. Referees will be contacted for those proceeding to final stages. We will always gain your permission before we contact referees.
  • You will be asked to complete an Equal Opportunities monitoring form as part of the application process.
  • Please let us know any difficulty you may have with the indicative timetable.
  • Check that your contact details are correct before you submit your application.

Once you have submitted your application, you will receive an automated email confirmation. If you do not receive the confirmation, please email contactus@gatenbysanderson.com

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