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Non Executive Directorships

Local Consumer Advocate – Northern Region (Northumbrian Water)

Location: North England

Date Posted: 11/04/2019

Closing Date: 10/05/2019

Vacancy Description

CCWATER LOCAL CONSUMER ADVOCATE’S (LCA) ROLE

The Role of the Local Consumer Advocate

Local Consumer Advocates are formally committee members, but are referred to as LCAs. They are allocated to the Committee that serves the consumers of their local water company.

The primary role of a Local Consumer Advocate is to:

Work with CCWater colleagues

• Advise and inform the Board on key consumer issues and be a presence for the CCWater Board in the region.

• Work with the local team to achieve CCWater’s objectives as set out in our Forward Work Programme.

• Review customer complaint cases about local water companies when asked.

• From time to time members may be engaged, selectively, on policy development work with members of other committees and CCWater policy staff.

Work with Water Companies

• Work with the local team made up of Policy Manager(s) and Consumer Relations/Complaint Handling staff, to monitor water company performance and to liaise with, influence and negotiate with water companies.

• Ensure customers’ views are at the heart of the water companies’ strategies and operations.

• Work at the local level on key water consumer issues, using the policy positions established by the CCWater Board.

• When necessary, conduct assessments of water companies’ complaints and debt handling procedures to identify good practice and to improve poor performance.

Work with Stakeholders

• Develop local stakeholder relationships with key agencies and organisations whose decisions will have an impact on water consumers.

Work with Consumers

• Working with customers & consumer groups on local issues, taking up issues and ensuring the company’s services meet consumers’ expectations.

Local Committee Chairs are responsible for leading, developing, motivating and communicating with their LCAs to help them fulfil their roles. They are the bridge between the Board and their committee.

LCAs are primarily focused locally on representation and advocacy of water consumers. CCWater engages LCAs selectively on wider issues across Wales and in England where they have particular expertise. This can be task focused, such as on debt matters, or price review groups.

Person Specification

To be eligible for consideration for appointment, you must be a customer of a water company allocated to the Committee in England you are applying for.

You will be appointed as an individual not a representative of any organisation.

ESSENTIAL CRITERIA

Communication
• Be an open-minded strategic thinker, able to bring their own experience to bear on issues under discussion.

• Possess good interpersonal skills and the ability to communicate effectively with a wide range of people.

• Connections with Local and Community networks in the local or regional area.

Relationship Building

• Bring demonstrable experience of the various interests, needs and views of different types of consumers.

• Be able to demonstrate experience of working as a member of a team in a professional, voluntary or social capacity.

• Be able to constructively challenge the opinions of others, work to achieve a shared consensus and accept collective responsibility.

Delivering Results

• Be able to demonstrate a passion to represent water consumers’ interests.

• Be able to bring demonstrable expertise and display the ability to make a significant contribution to CCWater.

• Be able to display a keen interest in consumer affairs and/or the provision of high level of consumer contact and the need to deliver excellent service.

DESIRABLE CRITERIA

• An understanding of how a regulated business should engage with stakeholders and customers.

• Ability to undertake research and present findings effectively

• Understanding of commerce & business and the needs of both household and non-household customers.

• Knowledge of/or interest in the Water Industry or utility regulation.

• Understanding of the needs of consumers whose circumstances make them vulnerable.

• Expertise in sustainable development or environmental Issues.

• To be a customer of, and therefore live or work in, the area covered by Northumbrian Water

Additional Information

We actively encourage applications from individuals from a wide range of backgrounds. Defra is a Disability Confident employer.

How to Apply

All candidates are required to complete the following form:

• Political Questionnaire
• Equal Opportunities Questionnaire

Candidates should submit their CV with education, professional qualifications and employment history and the names and contact details for two referees, together with their statement of suitability.

You must also submit a statement of suitability which should give evidence of the strength and depth of your ability to meet the essential criteria for this role. Please provide specific examples to demonstrate how you meet each of the criteria (max two pages please).

Your CV and statement should be returned to the following address by the closing date: 5.00pm on Friday 10 May 2019 at the very latest to: andrew.spence@ccwater.org.uk – quoting reference CCW 02/19.

For further information please email: recruitment@ccwater.org.uk

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