Consumer Panels Manager

CCW; West Midlands Combined Authority; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading organization representing water consumers in England & Wales seeks a Consumer Panels Manager. This role involves managing consumer panels, collaborating with various teams, and ensuring consumer feedback influences water company decisions. Ideal for those passionate about consumer advocacy.

Responsibilities

• Manage consumer panels for water companies.
• Liaise with research agencies and policy teams.
• Ensure consumer voices are heard in decision-making.

Job description

Consumer Panels Manager

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

We currently have exciting opportunities for a Consumer Panels Manager (2 posts).

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 the Secretary of State stated, “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 will provide companies with independent insights into the services they offer, informing decision-making and planning. The panels will operate alongside CCW’s Forward Work Programme.

Reporting to the Senior Consumer Panels Lead, this role will be part of a small team responsible for delivering the CCW consumer panels. Each panel will correspond to a water company, and you will be tasked with managing them efficiently to achieve results. Responsibilities include liaising with research agencies, establishing accountability processes, and collaborating with CCW’s policy team, as well as engagement and policy specialists, to ensure that companies listen to consumer voices when making decisions.

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