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Independent Customer Group
2 months ago
Together we are Trusted to Serve Scotland.
Scottish Water is piped by us, but owned by you. As a publicly owned utility, we put our customers at the heart of everything we do.
The Independent Customer Group (ICG) was created in 2021 to provide feedback and challenge to Scottish Water from a customer and community perspective.
We’re looking for 3 new members to join the ICG to help shape the way Scottish Water invests to ensure it continues to deliver service excellence in the future.
What you’ll do
Appointees to the ICG typically commit to an initial period of 2 years. The Group meets once a month in person for a full day meeting usually in Scottish Water offices in Edinburgh or Stepps (Glasgow). Between meetings members might be asked to represent the Group at other meetings with Scottish Water and/or other water sector stakeholders. These meetings can be online or in person depending on the subject matter.
Collectively the group hear from Scottish Water leaders and internal and external specialists on a range of topics, and provide feedback, ideas and challenge.
Typical topics include:
Scottish Water’s journey to transform to achieve its Vision and Strategic Ambitions ()
Service standards and performance against them
Strategic customer research and the interpretation of results
Exploring approaches which make sure that the views of customers and communities are at the centre of Scottish Water’s investment decisions
Reviewing Scottish Water’s actions after significant customer and community events
Within the context of the regulatory framework, providing a customer perspective to develop Scottish Water’s annual scheme of charging.
Charging will be the main focus for the ICG for the next two years as the water sector in Scotland prepares for a new Strategic Review of Charges which will set the direction for the period 2027-33. In this process, Scottish Water works together with the Scottish Government, the Water Industry Commission for Scotland, Consumer Scotland and other regulators to determine the level of investment (and therefore customer charges) needed over the period to address the challenges facing the sector including aging assets and the impact of climate change.
The ICG will be an important customer voice in this process with the role of providing independent assurance that customer and community views are reflected in forward plans. For this reason, appointments to the ICG will be made jointly by the ICG, Scottish Water and Consumer Scotland.
What you’ll need
You will be someone who is committed to public service. You’ll be representing the people of Scotland, and making sure their interests are heard and understood. So, a high degree of integrity, objectivity, accountability, openness, and honesty are key.
You’ll be part of a diverse team – interacting with a range of stakeholders. So effective team working, committee working skills and decision-making skills are essential.
The information the ICG are asked to review can be complicated. It’s important that you’re able to absorb, evaluate and interpret complex data, including technical and financial information.
On this occasion we are looking for people with experience in the field of social and /or economic research. We’re also keen to have representation on the group from people with an understanding of the needs of Scottish Water’s business customers. Experience of strategic planning would also be useful.
The not-so-small print
ICG members are Public Appointees. They are not employees of Scottish Water or the Scottish Government and do not receive a salary or benefits of an employee. For more information, please check out the .
ICG members are appointed for an initial period of 2 years, and can then be reappointed for further terms, to a maximum of 8 years.
The pay rate for this role will be £36.14 per hour. We will also refund travel expenses for members travelling to and from ICG meetings.
For more information on the Independent Customer Group, follow this link:
Applications will be open until Midnight on Monday 30th of September. Interviews will be held on the 10th and 11th of October.
A few final things worth knowing…
Research shows that some people avoid applying for jobs unless they can meet every single criteria. If you’re interested in this job, but don’t tick all the boxes, apply anyway We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So don’t rule yourself out
Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.
As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.
Finally (finally), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted.
