Senior Consumer Panels Lead

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, completing and showcasing research that influences water companies, government, and regulators to make change happen.

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

In July 2024, the Secretary of State said that ‘Consumers will gain new powers to hold water company bosses to account through powerful new customer panels’. This was further mentioned on 5 September when the Secretary of State said “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 company, will give CCW and other stakeholders, a ‘finger on the pulse’ of consumers’ views. This will give companies sight of independent views of the services they provide, so they can feed this information into decision-making and planning. The panels will be run alongside CCW’s work on delivering its Forward Work Programme.

Reporting to the Head of department, the Senior Consumer Panels Lead will lead a new team responsible for shaping and defining all the processes needed to work efficiently across the CCW consumer panels and with stakeholders. This work will ensure that the panels set up for each water company are run effectively to deliver robust outcomes and steer change in water companies’ policies and procedures.

You will be responsible for ensuring that the consumer voice is heard in company decision-making and that the consumer panels are supported so that they can hold companies to account. The work of the panels will need to lead to actionable outputs and measurable improvements in company policies and procedures.

Disability Confident Scheme: We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme.