Independent Committee Members – Customer Experience Committee
Accent Housing Group owns 22,000 homes across the North, East, and South of England and provides services to over 41,000 customers. Accent exists to improve lives of customers, by providing high-quality homes.
It is an exciting time for the organisation as Accent looks to implement a new customer framework to ensure that at every opportunity, customers receive a first-class service. But not just that, Accent wants services to be customer-led, enabling customers to play a meaningful role in designing services and holding them to account to make sure they deliver.
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.
The Customer Experience Committee is responsible for overseeing the delivery of services across the organisation and monitoring performance. Core responsibilities include:
* Monitoring Accent’s overall service delivery and customer performance.
* Overseeing the implementation and impact of Accent’s new customer influence framework.
* Providing strategic oversight of tenancy management, customer-facing policies and improving complaints handling.
* Driving improvement in customer satisfaction and perception.
* Sharing resident feedback and championing customer insight within governance.
* Ensuring customer voice is reflected in the organisation’s strategic decisions.
Accent is looking to appoint Independent Committee Members with the following attributes:
* Experience of delivering exceptional customer experience within the social housing sector.
* A strong and current understanding of the Regulator of Social Housing’s consumer standards.
* Experience working across multiple geographies and customer demographics.
* Ability to interpret and challenge performance data constructively.
* A commitment to inclusive, customer-led service design and delivery.
* Excellent stakeholder engagement and communication skills.
Time commitment: Committees meet approximately 6 times per year. The annual commitment for a Committee Member is likely to be around 8 days.
Remuneration: Committee member – £4,500 per annum. Reasonable expenses are reimbursed, and training opportunities are provided.
Accent are committed to creating a diverse, inclusive, and values-led organisation where people feel welcome, respected, and empowered. Guided by their values of Caring, Inclusive, Smart, and Driven, we actively encourage applications from individuals of all backgrounds, experiences, and perspectives.
Accent is an Equal Opportunities employer and welcomes applications from all sections of the community. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, just let us know how we can support you.
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