Independent Committee Members – Customer Experience Committee

Join Accent Housing Group’s Customer Experience Committee and help shape “a place to be” for thousands of customers across England.

The Customer Experience Committee is responsible for overseeing the delivery of services across the organisation and monitoring performance. A key element of the committee’s work is to act as a strategic link between the Board and customers - sharing resident views, reflecting on the delivery of landlord services, and helping to shape customer-facing policy and strategy. The Committee provides vital insight to the Board and Executive Team, helping Accent to improve and reshape housing and customer services.

• Sharing resident feedback and championing customer insight within governance.
• Overseeing the implementation and impact of Accent’s new customer influence framework.
• Monitoring Accent’s overall service delivery and customer performance.
• Where required, additional meetings may be held to support the organisation’s business, and Strategy Days are held twice per year for all NEDs.
• Providing strategic oversight of tenancy management, customer-facing policies and improving complaints handling.
• Ensuring customer voice is reflected in the organisation’s strategic decisions.

Accent are currently looking to recruit two Independent Committee Member positions on the Customer Experience Committee, in line with the approved succession plan. Accent are looking for individuals who will continue to build on Accent’s success, offering strategic oversight, expert insight and constructive challenge to ensure Accent delivers now and for the future. A diverse customer perspective is also important, so Accent would also like to encourage applications from those with a lived experience of social housing, or a similar customer experience, and from younger people and other under-represented groups.

• The annual commitment for a Committee Member is likely to be around 8 days.
• Ability to interpret and challenge performance data constructively.
• A strong and current understanding of the Regulator of Social Housing’s consumer standards.
• Experience working across multiple geographies and customer demographics.
• Meetings are held across Bradford, Peterborough and other locations. All applicants must have the capacity and availability to travel.
• Experience of delivering exceptional customer experience within the social housing sector.
• Excellent stakeholder engagement and communication skills.

• Reasonable expenses are reimbursed, and training opportunities are provided.
• Committee member – £4,500 per annum