This vacancy is now closed

 

A Voice for Water Customers

“Turning the tap on and flushing the toilet are things we've been able to take for granted.  But new weather patterns and changes in how we use water, impact the supply of our water and the management of our waste.  The costs of adapting our dilapidated Victorian infrastructure are huge and Customers must have a say in what should be prioritised.  The Customer Voice is essential in maintaining affordability, helping people in vulnerable circumstances, and protecting the environment.  Join us and make sure our voices are heard.”  Sukhvinder Kaur-Stubbs

This is your opportunity to make a difference: Join the Customer Challenge Group to provide a voice for what matters most to customers and at the same time, increase the positive impact that Thames Water can make on local communities.

What you will be doing

Chaired by Sukhvinder Kaur-Stubbs, the Customer Challenge Group (CCG) is an independent and critical friend that constructively challenges Thames Water on the quality of its customer engagement and stretches the company in its ambitions to create value for customers, communities, and the environment. The CCG will be interacting with Thames Water teams including Executive Team and the Board Committees.

As a member you will bring sector experience and community knowledge. You’ll be an advocate reflecting an important area of interest among the diverse and varied range of customers. You’ll work collaboratively with other new members of the CCG. Together, we’ll forge a fresh perspective on defining current and future priorities for customers and everyone else who lives or works here, and those visiting the region.

Also important is your resolve to help Thames Water improve their understanding of customers. You’ll support efforts to improve satisfaction levels including reviewing the quality of customer engagement and performance against Ofwat performance commitments.

You will also help promote the active participation of businesses, residents, visitors to the region and other stakeholders, in protecting the environment and building sustainable and resilient water supplies. This is core to testing Thames Water’s ambition in creating public value and delivering its 2050 vision.

You will be passionate about putting customers first and respectful of the diversity of people in the Thames Water region and the challenges this brings. You will be politically aware of economic and environmental challenges faced by the UK and the South East.  You will need to evaluate and understand complex information/situations and reach an objective conclusion. You will need to articulate your views clearly and objectively. You’ll be inclusive and synergistic in your approach.

Most likely, you will live and/or work in London and the Thames Valley region and must be eligible to work in the UK.

To be successful you will have knowledge in one or more of the following areas:

  • Consumer Protection
  • Behavioural / Social Change
  • Community Engagement and Inclusion
  • Communication with interest groups
  • Regulatory or utility sector
  • Sustainability and environmental resilience

Experience in one or more of the following sectors is also particularly welcome:

  • Water industry or other utilities
  • Local Authority
  • Commercial – Large or small business
  • Housing Association
  • Environmental groups or the charity sector
  • Education / skills sector

What’s in it for you?

This is expected to be a 3-year commitment for about 2 days a month including attendance at meetings and working groups as required. Meetings are expected to be held in London and Thames Valley region and / or virtually. Multiple posts are available, all competitively remunerated.