Customer Experience Committee Member

Description

• Comply with the Group’s Code of Conduct and the Committee Member Agreement for Services.
• Scrutinise the Group’s engagement with customers and communities, with attention to diversity and inclusion.
• Attend functions, away days and other meetings as required from time to time.
• Neighbourhood and Community – Which requires the landlord to engage with other relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.
• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.
• Act as an ambassador and representative for the organisation, upholding the reputation of TRGL and its values, objectives and principles.
• Establish and maintain constructive working relationships with non-executive colleagues, executives, and officers.
• Support the Board by closely monitoring and evaluating services provided by Social Housing and Home Ownership, offering advice and recommendations where needed.
• Promote and champion the organisation’s values.
• Undertake induction and appraisal activity in line with the Board’s agreed programme.
• Support and constructively challenge the Group’s Executive Team and other officers.
• Tenancy - Letting homes in a fair, transparent and efficient way, as well as setting requirements for how tenancies are managed and ended by landlords.
• Oversee delivery and effectiveness of Neighbourhood Plans and approve Regional Plans.
• Ensure customer experiences are positive by overseeing service management, value for money, and risk management.
• Monitor the delivery of objectives from customer-focused strategies, particularly those relating to income, customer satisfaction, and customer safety.
• Review responses to any regulatory interventions concerning housing services, including corrective action plans.
• Apply their skills, knowledge, and experience to actively contribute to the committee’s work in discharging its responsibilities as set out in the Terms of Reference for the committee.
• Apply personal expertise with due regard to both the business and social aspects of the business.
• Prepare adequately for meetings by reading and accessing all relevant papers and reports, seeking clarification from authors as required (preferably in advance of the meeting).
• Attend, prepare for and participate in Committee meetings.
• Build and maintain effective and constructive working relationships with other members of the Committee, the Chief Executive, Executive Director (Customer Service/Care and Support Services) and other senior staff.
• Review and assess risk maps for Social Housing, Customer Services, and Riverside Home Ownership, providing feedback on risk management.
• Act in accordance with TRGL’s adopted Code of Governance and Code of Conduct for individuals.
• Evaluate the effectiveness of arrangements for gathering and using customer feedback to meaningfully influence decisions.
• Oversee the operation and performance of customer complaints policies and procedures.

Requirements

• Be self-aware and open to feedback and personal development.
• Can commit the time necessary to the role.
• Possess a high degree of probity and integrity.
• Is self-aware and open to feedback and personal development.
• An understanding, or willingness to develop knowledge, of how a Registered Social Housing Provider operates.
• We are particularly interested in hearing from candidates with a background in customer service from outside of the Housing Sector, ideally in a consumer focused (and regulated) sector, with experience in one or more of the following areas:
• A strong awareness of and commitment to embedding equality and diversity principles.
• Have awareness of, and keep up to date with, sector issues.
• Skilled at developing and maintaining relationships with others.
• Is able to generate new ideas and bring new perspectives.
• Transparency Influence & Accountability – Being open with tenants, treating them with fairness and respect, so that tenants can access services, raise complaints when necessary, influence decision making and hold their landlord to account. This standard incorporates the Tenant Satisfaction Measure requirements.
• Pragmatic, with the maturity and sensitivity to analyse complex issues and deliver sound judgment.
• Non-Executive experience is preferred but not essential.
• Trusted customer services
• An understanding, or willingness to develop knowledge, of governance and how committees operate and add value.
• Be able to commit the time necessary to undertake the role to a high standard.
• Ability to manage key organisational risks in a complex environment and analyse large volumes of information to identify fundamental issues.
• Be confident in making independent and critical judgments and in facilitating debate to ensure risks and alternative courses of action are properly considered.
• Be confident in making independent and critical judgements and in facilitating debate to ensure risks and alternative courses of action are properly considered.
• Customer experience/Voice of customer
• An assured influencer who is able to question and challenge with independence and integrity and who does not cross over the line of operational management.

Benefits

• with secure financial foundations: £680 million annual turnover, £5.2 billion assets.
• Warm and safe, decent homes
• New homes, better places.
• Support through the cost-of-living crisis

Training + Development

Interview process

Visa Sponsorship

Security clearance