Jane Witherow
Head of Customer Engagement and Registration Services @Derby City Council
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WORK HISTORY
Head of Customer Engagement and Registration Services @Derby City Council
Head of Customer Engagement and Registration Services, including Revs & Bens and Welfare ReformDerby City CouncilResponsible for leading a diverse portfolio of frontline and strategic services focused on improving customer experience, operational efficiency and financial resilience across the council.Key areas of responsibility include customer services, council tax support and related service transformation programmes, as well as strategic initiatives designed to improve outcomes for residents.Recent achievements include:Leading elements of the council’s AI Customer Programme, introducing AI-enabled digital assistants to modernise customer access and support service efficiency.Designing and implementing a Council Tax Improvement Programme, introducing automation, digital processes and service redesign to improve collection and reduce arrears.Co-developing Derby’s Crisis and Resilience Fund delivery model, creating a citywide framework to support residents experiencing financial hardship while building long-term resilience.Delivering MTFP savings through service redesign and workforce changes while maintaining service performance.Leading the relocation of Registration Services to Riverside Chambers as part of the council’s asset rationalisation programme.Developing strong leadership capacity within teams through succession planning and professional development.SkillsStrategic LeadershipService TransformationLocal Government PolicyCustomer ExperienceFinancial ManagementOperational ManagementStakeholder EngagementProgramme DeliveryDigital TransformationTeam Development
EDUCATION
Noel Baker Community School
Postgraduate Certificate in Management Studies, Leadership, Managing Operations & Quality, Learning Manager and Public Sector Management
University of Derby
Postgraduate Certificate in Management Studies, Leading Manager
SKILLS
ABOUT JANE WITHEROW
I am a strategic local government leader with extensive experience in customer services, revenues and welfare support, service transformation and operational leadership. As Head of Customer Engagement at Derby City Council, I lead a broad portfolio of services focused on improving outcomes for residents while delivering financially sustainable public services. My work centres on transforming how services operate, combining customer insight, digital innovation and collaborative leadership to modernise service delivery. Over recent years I have led a number of significant programmes including the introduction of AI-enabled customer services, service improvement across Council Tax and Revenues, and the development of Derby’s Crisis and Resilience Fund model designed to support residents experiencing financial hardship while building long-term financial resilience. I am particularly passionate about designing services that are both efficient for organisations and meaningful for the people who rely on them. This involves working closely with colleagues across departments, partners in the voluntary and community sector, and political leadership to shape practical solutions to complex challenges. My leadership style is collaborative and supportive. I believe in building strong teams, creating opportunities for people to develop and encouraging open, constructive working environments where people feel confident to innovate and improve services. Throughout my career I have delivered major change programmes, managed complex operational services and supported organisations through periods of financial pressure and transformation. I am comfortable working in politically sensitive environments and regularly present reports and proposals to senior leadership and elected members. I remain motivated by the opportunity to make a positive difference through public service and by the challenge of improving how organisations work for the communities they serve. Key Areas of Expertise Public Service Transformation Customer Services Strategy Council Tax and Revenues Improvement Financial Resilience and Welfare Support Crisis and Resilience Fund (CRF) Development AI and Digital Service Innovation Operational Leadership Change Management Strategic Programme Delivery Governance and Political Decision Making Partnership Working Team Leadership and Development
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