Director of Customers, Vulnerabilities and Governance en ORC External

This advert is open to Babergh and Mid Suffolk District Councils employees only.

This role is open to full time, part time, and job share applications, all of which will be assessed equally.

Join our team

We are inviting applications for a Director of Customers, Vulnerabilities and Governance to join our Senior Leadership Team (SLT).

This new Director role will be pivotal in transforming services across our two councils, to give us a stronger focus on the political priorities around social justice, addressing inequalities and supporting the most vulnerable.

About the role

The main reason for this role is to Create more capacity within SLT to lead the twin priorities of Local Government Reform (LGR) and delivering the best services we can in the here and now.

Reporting to the Chief Operating Officer, you will provide the organisational lead for services related to:

• Customer Experience 
• Vulnerable residents
• Democratic Services
• Legal Services
• Internal Audit

You will be responsible for driving service excellence, ensuring statutory compliance, and fostering collaborative partnerships to deliver impactful outcomes for our residents and communities.

Key Responsibilities

• Support the Councils’ Strategic Plans, by developing and implementing service plans, promoting and reporting performance regularly across the two Councils and with partners.

• Promote, lead and champion excellence in customer service, ensuring residents are able to access services across both Councils’ and are dealt with in an effective and sensitive way.

• Lead the strategic coordination of services that support vulnerable residents, with a strong focus on addressing the impacts of the cost-of-living crisis. 

• Oversee legal and audit functions, ensuring robust governance and risk management.

• Provide leadership and oversight of democratic governance, ensuring alignment with corporate priorities and statutory obligations, shaping long-term democratic engagement strategies.

• Provide high-level operational oversight of the shared legal partnership, ensuring delivery of high quality, cost-effective legal advice and representation. 

• Collaborate with internal teams and external partners to deliver transformation and improved outcomes.

About you

We are seeking a visionary leader, innovative and forward thinking and committed to delivering service excellence to our residents and communities.

You will need to demonstrate:

• A strong track record in leadership within local government or a similar complex organisation.
• Experience and deep understanding of governance, legal frameworks, and customer service delivery.
• Ability to lead, strategically and operationally, cross-functional teams and manage external partnerships.
• Commitment and passion for innovation, transformation and continuous improvement.

About us

At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in.

We serve around 200,000 residents across our two districts and are well known for our collaboration and partnership working across public, private and voluntary sectors.

We believe that the heart of Suffolk is an incredibly special place to live and work, with:

• 60 conservation areas
• two National Landscapes
• many picturesque market towns

It is no surprise we are ranked among the top 50 places to live in the UK (United Kingdom).

Benefits

We offer a comprehensive benefits package, including:

• Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
• Competitive Local Government Pension Scheme.
• Wellbeing Support and Employee Assistance Programs.
• Private Health Care Options.
• Electric Vehicle Salary Sacrifice Scheme.
• Paid volunteering days.
• Flexible and hybrid working arrangements (Business needs permitting).
• Great learning and development opportunities.

For more information, visit our Employee Benefits page.

Our ways of working

We believe work is what we do, not just where we go.

We work in a hybrid way, with a mix of office, home, and remote based working (Business need permitting). Our hybrid working arrangements support flexibility and collaboration, helping our teams to thrive.

We are committed to equality, diversity and inclusion, providing opportunity and ambition for all, supporting and enabling our people to deliver the best possible services for our residents.

For more information

To arrange an informal discussion about the role, please contact Tom Barker, Chief Operating Officer, by emailing [email protected] .

Please read the Job Description and Person Specification.pdf before applying for this job opportunity.

Closing date: 5.00pm, 05 November 2025.

How to apply

Please ensure:

• Your statement indicates how you meet each of the criteria in the ‘Person Specification’ section of the Job Description/Person Specification.

• You attach your CV and completed supporting statement to your application. 

• You use your Babergh and Mid Suffolk email address for your application.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.

How to apply

Step 1 - read the advert and the Job Description and Person Specification (JD and PS).

Step 2 - complete the Supporting Statement template

Step 3 - complete the online application and upload your statement.

Your statement needs to indicate how you meet the criteria in the ‘Person specification ’ section of the (JD and PS)

Your statement should:

• Be no more than 2 sides of A4
• use the template provided (other formats will not be accepted)
• be uploaded on your online application, as without this, your interest will not be progressed.