Senior Consumer Panels Lead

CCW; West Midlands Combined Authority; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Consumer Panels Lead to oversee the implementation of new consumer panels aimed at enhancing accountability within water companies. This pivotal role involves managing a dedicated team to ensure that consumer insights directly influence company policies and practices. You will champion the consumer voice, ensuring actionable outcomes from panel discussions. Join a passionate organization dedicated to representing water consumers and making a tangible impact in the industry. This is an exciting opportunity to lead initiatives that foster transparency and improve service delivery across the sector.

Qualifications

• Experience in leading teams and managing projects effectively.
• Strong analytical skills to influence decision-making.

Responsibilities

• Oversee the design and implementation of consumer panels.
• Ensure the consumer voice influences company decision-making.

Skills

Leadership

Stakeholder Engagement

Project Management

Research Analysis

Education

Bachelor's Degree

Master's Degree

Job description

Senior Consumer Panels Lead

CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year by providing free advice and helping to resolve complaints with their water companies in an easy and caring manner. We champion everyone's needs and interests, conducting and showcasing research that influences water companies, government, and regulators to implement change.

We have an exciting opportunity for a Senior Consumer Panels Lead.

In July 2024, the Secretary of State announced that ‘Consumers will gain new powers to hold water company bosses to account through powerful new customer panels’. This was further emphasized on 5 September when it was stated that “For the first time in history, customers will have the power to summon board members and hold water executives to account.”

The proposed consumer panels, one per water company, will give CCW and other stakeholders a ‘finger on the pulse’ of consumers’ views. This initiative will provide companies with independent insights into the services they provide, informing decision-making and planning. The panels will operate alongside CCW’s work on delivering its Forward Work Programme.

Reporting to the Head of Department, the Senior Consumer Panels Lead will oversee a new team responsible for designing and implementing processes that enable efficient operation across the CCW consumer panels and with stakeholders. This role ensures that each water company’s panels are managed effectively to produce robust outcomes and influence changes in policies and procedures.

You will be responsible for ensuring the consumer voice influences company decision-making and that the panels are supported to hold companies to account. The panels’ work should lead to actionable outcomes and measurable improvements in company policies and practices.

Disability Confident Scheme: We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To qualify, applicants must have a disability or long-term health condition expected to last at least 12 months, which can be physical, sensory, or mental. Registration as a disabled person is not required to apply under this scheme.