Customer Scrutiny Panel: recruitment pack
Introduction
Thank you for your interest in joining Sage Homes' Customer Scrutiny Panel. I'm Cedi and I'm the Chair of the Panel.
Sage Homes has an ambitious agenda and is moving forward at pace to deliver sector-leading, affordable homes. The Customer Scrutiny Panel hold the Leadership Team and Board to account, helping to drive continuous improvement across the organisation.
I’m keen to hear from people who can help us make sure the views and priorities of customers are at the heart of Sage Homes’ performance and service improvement framework. The Customer Scrutiny Panel (CSP) was established in October 2021, representing the voice of Sage customers. Our panel members help to link executive, research findings and the true customer experience to ensure that Sage Homes delivers the product and services that customers will value in their day-to-day lives.
We’re looking for people with good strategic thinking, who can work as a team to challenge performance and are passionate about making sure Sage Homes provides excellent service and value for money.
The Customer Scrutiny Panel meets online four times a year. If you become a member, we’ll give you the technology you need for the role, access to induction, training and development and £2,000 a year. We welcome applications from the widest ranges of backgrounds. If you’re interested, please read this recruitment pack and then complete the application form.
I look forward to hearing from you
Cedi Frederick
Customer Scrutiny Panel Chair
About Sage Homes
Sage Homes is a Registered Provider of affordable homes across England. We work with the largest house-builders to deliver new homes for Shared Ownership (part buy, part rent) and low-cost rental homes.
Our customers are at the heart of our business. We’re committed to providing high quality homes and an excellent service. Since 2017, we’ve delivered over 10,000 homes. We’re able to bring more capital and options to the UK housing market, making affordable rent and Shared Ownership available to as many people as possible.
Our rented homes are let exclusively to those on Local Authority waiting lists, while our Shared Ownership homes let people get onto the property ladder. We’re regulated by the Social Housing Regulator and pride ourselves on our high standards, from our homes’ build quality to our customer service.
Person specification
Role title: Member, Customer Scrutiny Panel
Responsible to: Chair, Customer Scrutiny Panel
Experience and knowledge
- Understanding of corporate governance and/or the housing sector
- Experience of working in a committee setting or of representing collective interests of a wider group of people
- Experience or knowledge of working in a regulated environment
Abilities and skills
- Has time and energy needed to fully undertake the role’s responsibilities, including attending quarterly virtual meetings, preparing and reading papers in advance, attending induction and training and carrying out other scrutiny tasks as needed
- Able to analyse, interpret and absorb performance information and evidence effectively and identify relevant points for discussion
- Able to undertake research and contribute to reports and recommendations that are balanced and evidence-based, taking into account regulatory standards, good practice and the operating context
- Able to co-lead customer insight groups to help extend Sage’s customer consultation to reach a wider customer base
- Able to express views clearly and effectively in meetings, making reasoned and thoughtful contributions
- Committed to service improvement and value for money
- Good communication and interpersonal skills
- Shares the vision, values, commitments and ethos of Sage Homes
- Future-focused: embraces change, improvement, self-reflection, learning and development
- Able to work in a team, acting and thinking about what is best for Sage Homes and all its customers.
Principal terms and conditions
Position: Member, Customer Scrutiny Panel
Remuneration: £2,000 per annum plus provision of technology and expenses as required, as well as induction, training and personal development
Hours: Approximately four days per year to attend quarterly meetings (held in the evening) and carrying out preparation required. Occasional invitation to attend Sage’s Customer and People Committee meeting. Participation in induction, appraisal, training and development and scrutiny tasks as required and co-lead for customer insight groups.
Location: Quarterly meetings will be held virtually. There may be occasions where a meeting will be hosted in-person.
Application: To apply, please complete our online application form.
You’ll receive a confirmation email within 24 hours (working days) acknowledging receipt of your application. It’s your responsibility to make sure we’ve received your application.
Key dates
17 September 2024 - Applications close
End of September 2024 - Shortlisting and interviews
October 2024 - Selection of new panel member, onboarding
10 October 2024 - First Customer Scrutiny Panel meeting
October to November 2024 - Training