Customer Experience – Independent Committee Member
Futures Housing Group has been providing affordable homes and supporting people across the East Midlands for over 15 years, with roots that go back even further. Our vision is simple and clear: providing quality homes and services for better futures.
We are a not-for-profit housing association, registered with the Regulator of Social Housing and operating to the high standards expected of the sector. We currently meet the Regulator’s highest governance and financial viability ratings (G1/V1) and manage more than 10,700 homes across Derbyshire, Erewash, Amber Valley, West Northamptonshire and beyond. Alongside our core housing role, we provide a range of services to help customers live well and independently, including money and employment advice and additional support for older customers and those with specific needs.
As part of our continued commitment to strong governance and excellent customer experience, we are now seeking a Customer Experience Committee Member.
About the Role
The Customer Experience Committee provides assurance to the Board that Futures is meeting regulatory requirements, listening to customers and continually improving how services are delivered. As a Committee Member, you will play an important role in ensuring the customer voice is embedded in decision-making and that complaints, feedback and learning lead to meaningful change.
Reporting to the Chair of the Customer Experience Committee, you will work alongside Board members, customer representatives and senior officers. The Committee meets quarterly, with the option of additional meetings if required.
Key Responsibilities
- Provide assurance to the Board that Futures Housing Group meets the Regulator of Social Housing’s Consumer Standards and has plans in place for continuous improvement.
- Support oversight of compliance with the Housing Ombudsman’s Complaint Handling Code, ensuring learning is implemented and tracked.
- Support the Committee Chair in their role as Member Responsible for Complaints.
- Work in partnership with the Customer Experience Group to commission and review customer-led scrutiny activity.
- Review data, reports and customer feedback to inform recommendations for service improvement.
- Actively prepare for and contribute to committee meetings, offering constructive challenge and insight.
- Build positive, professional relationships with committee members, customers and officers.
- Uphold Futures’ values, policies and objectives and act as an ambassador for the organisation when required.
- Participate in induction, training and annual reviews of committee effectiveness.
About You
You will bring a strong customer-focused perspective and the confidence to contribute at committee level, with a genuine interest in improving services and outcomes for customers.
You will be able to demonstrate:
- Senior or Executive level customer services experience within a complex, high-volume B2C organisation.
- Demonstrable strategic experience across customer experience, digital transformation and contact centres.
- Experience reviewing data, reports or performance information to inform decisions.
- The ability to take a balanced, objective approach and contribute constructively to discussion and challenge.
- Confidence to work collaboratively with a range of stakeholders, including customers, non-executives and senior officers.
- An understanding of social housing and the regulatory environment, or the ability to quickly develop this knowledge.
- A professional, values-led approach aligned to Futures Housing Group’s FACTS values.
We welcome applications from first-time board or committee members.
Our Values
Everything we do at Futures Housing Group is guided by our FACTS values: Flexible, Accountable, Customer Centric, Trusting and Supportive. All Committee Members are expected to demonstrate these values and keep customers at the heart of decision-making.
Time Commitment: 4 quarterly meetings, with option of up to two additional meetings. All meetings are held at the Futures HQ (435 Argosy Road, Castle Donington, Futures DE74 2SA).
Remuneration: £3390
For more information please reach out to Hannah Smith at Neemar Search, hannahsmith@neemarsearch.com
Our Commitment to Inclusion
Futures Housing Group is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you
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