Water Forum Customer Engagement Panel

**Water Forum Customer Engagement Panel**:

- Salary Please see advert below- Location Flexible**About the role**

**The roles and commitment**

The roles

We are looking for a chair and one member of the Customer Engagement Panel, which will advise and challenge on the quality of the company’s customer research and engagement process; the interpretation by the company of the results; and the extent to which findings are reflected in the company’s decision making.

Key responsibilities

Panel members will:

- Participate in meetings and events to explore specific topics or activities
- Review methodologies and materials
- Observe customer research and engagement events
- Provide feedback on the effectiveness of customer research and engagement activities
- Advise on use of a Forum budget to commission additional research and expertise
- Record challenges in relation to customer research and engagement
- Contribute to a final report evaluating the contribution customer research and engagement has had on the development of the PR24 business plan

In addition, the Chair will:

- Chair appropriate meetings and lead development of the final report evaluating the contribution customer research and engagement has had on the development of the PR24 business plan
- Represent views of the Customer Engagement Panel and wider Forum in meetings and events relevant to the role
- Liaise closely with the Water Forum Chair

The people
- Expertise in aspects of customer research and engagement, such as:

- strategy development
- commissioning research to achieve targeted outcomes and insight
- engaging with diverse communities
- project oversight
- peer review
- triangulation
- Ability to listen to, reflect and represent customer views
- Ability to influence and challenge partners at all levels

In addition, the Chair will demonstrate:

- Ability to lead groups
- Excellent interpersonal skills
- Ability to speak confidently in public

The commitment

We are seeking a flexible commitment of between four to six main Forum meetings per year, plus a similar number of Customer Engagement Panel meetings. These will mostly take place online.

We also expect members to be active outside of our meetings in reviewing materials, attending online and in person customer events, and providing feedback.

Remuneration

The Chair will be remunerated at a rate of £5,000 per annum. Panel members will receive £400 for attendance at main Water Forum or Customer Engagement Panel meetings. A further activity allowance of £100 will be paid for events attended in this capacity.

Annual Performance Review

The Nominations and Review Committee will carry out an annual performance review for the Customer Engagement Panel Chair.

Open to external applicants with no connections to Northumbrian Water or Essex & Suffolk Water

**About us**

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

**Our values**

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.

Our values are:
Results Driven
- We take responsibility for achieving excellent business results.

Ethical
- We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused
- We aim to exceed the expectations of our internal and external customers.

Creative
- We continuously strive for innovative and better ways to deliver our business.

One Team
- We work together consistently, promoting co-operation, to achieve our corporate objectives.