Customer Experience Committee Member

Riverside; Liverpool City Region; Hybrid; GBP 4,000; Part time

Job summary

A national housing association is seeking a non-executive Committee Member for its Customer Experience Committee. The role requires governance knowledge, commitment to customer service, and the ability to support residents' interests. Responsibilities include attending meetings, strategy days, and engaging with Riverside’s operations. The position comes with a remuneration of £3,250 per annum, requiring approximately 7 days of commitment annually. Join a dynamic team dedicated to social purpose and making a positive impact in the community.

Qualifications

• Knowledge and experience in governance and customer service.
• Commitment to uphold Riverside’s values and social purpose.
• Ability to work in the best interests of diverse communities.

Responsibilities

• Help shape Riverside's objectives as a Committee Member.
• Attend four formal meetings per year and participate in strategic days.
• Encourage interaction with Riverside schemes and services.

Job description

Customer Experience Committee Member

Background

The Riverside Group Limited (TRGL) is looking to recruit someone who has the knowledge and experience set out in the person specification. The successful candidate will take up a place on the Committee for an initial three-year term with the possibility of a second three-year term.

About Riverside Governance

The TRGL Board is the senior governance body within Riverside and sets the mission, strategy, corporate and business plans and policy for the Group as well as overseeing performance against these.

The work of the Board is supported by seven committees. The powers of committees are delegated by the Board and set out in the Terms of Reference of the committees.

After results from an In-Depth Assessment (IDA) in 2024, the Regulator for Social Housing in England announced that Riverside had attained their highest Governance grade of G1, reflecting that the regulator views Riverside to be a very well governed organisation.

About Riverside

Riverside is a group of complementary businesses driven by a clear social purpose, with a not-for-profit charitable housing association at its core. Established over 95 years ago, we remain driven by a deep sense of social purpose, providing a range of homes and wider support services for a diverse community of people across England and Scotland. The Riverside Group is a sector-leading national housing association group:

• owning over 75,000 homes, putting us in the top ten English housing association groups by size.
• operating across a national footprint, with ‘weight’ in London, the North-West, the East Midlands, the East Coast and Scotland.
• being the nation’s largest housing association provider of supported housing.
• with secure financial foundations: £680 million annual turnover, £5.2 billion assets.

Our Corporate Plan for 2023-2026 entitled Forward Together, sets out our three-year strategy. The Plan follows our merger with One Housing Group and comes at a time of stronger regulation across our sector. There is an increased emphasis on consumer regulation through a refocused Regulator of Social Housing and a more muscular Housing Ombudsman, a new regime for building safety and the strengthening of the CQC and Ofsted regimes applying to some of our care and support services.

The key objectives under our Corporate Plan are:

• Warm and safe, decent homes
• Trusted customer services
• Support through the cost-of-living crisis
• Leadership in care and support
• New homes, better places.

We are currently developing a new Corporate Plan for 2026-2031.

The successful candidate joining the Committee will provide leadership and help to shape how Riverside delivers on those objectives, whilst also expanding their own skills and experiences.

About the Role

We are looking for a non-executive Committee Member to join our Customer Experience Committee.

As a Housing Association, it is essential that our governance community promote and champion Riverside’s values, vision and social purpose. Customers are at the heart of everything that we do, and Committee members must be committed to work in the best interests of our current and future residents and customers.

Terms and Conditions

The total time commitment is estimated at 7 days per year which includes four formal Committee meetings per year (variously in person nationwide, and via Microsoft Teams), members will be invited to join a Committee Strategy Day and Group Strategy Day once per year. This is a national role with most in person meetings in the Northwest and London as well as meeting on Teams.

Other activities include induction, appraisal and training/development activities and other ad-hoc meetings for urgent matters. The successful candidate will also be encouraged to visit Riverside schemes and services, which are organised by Riverside, to allow Board and Committee members to gain a better understanding of the activities of the Group.

The remuneration for the role of Committee member is £3,250 per annum.