CSC Recruitment Booklet

Recruitment Booklet

Customer Services Committee (CSC)

The Customer Services Committee Are you interested in a new, rewarding opportunity?

Do you want to help shape services for Your Housing Group in line with our values and vision?

Do you have experience and understanding of our business and services?

Do you have a customer service background?

Can you commit to the role for around two days each month?

If so, please read on to find out how to apply to be a member of become a member of Your Housing Group's Customer Services Committee.

If you would like to clarify anything in this document, please email engagementjob@yourhousinggroup.co.uk

Creating more places for people to thrive and be recognised as a sector leading landlord

Thank you for your interest in becoming a member of Your Housing Group’s Customer Services Committee.

This booklet provides detailed information about the role of the Committee and its members, and the process for applications.

What is the Customer Services Committee?

The Customer Services Committee is a committee of the Your Housing Group (YHG) Board which ensures that the strategy for our residents is carried out properly, with consideration given to the views and feedback from our residents. It reviews and monitors YHG's performance in relation to the customer experience, as well as adds valuable insight and input into areas such as value for money, compliance with regulation and potential service improvements. The Customer Services Committee (CSC) is made up of four resident members and four Non-Executive Director (NED) members of the YHG Board, one of whom also chairs the committee.

The Committee meets five times per year, in person, at our head office, Youggle House, in Warrington, as well as various other times both online or in-person for internal events or training.

What skills, abilities and knowledge are we looking for?

YHG is looking for people who represent the wonderfully diverse communities we serve, and who also have an interest in the housing sector. If you can demonstrate an understanding of our business, the broad range of services we provide, and knowledge of the communities we serve, we would love to hear from you.

The ability to bring to our decision-making a resident perspective, or a particular insight into our communities is crucial. We are also looking for experience or knowledge around, for example, reviewing performance results and analysing data, working in a customer centric business, working in a group or committee and managing risk.

Experience of volunteering or working with local community groups would be beneficial. This does not have to be from a housing background, as we are interested in hearing from people with transferable knowledge from other areas. Training is provided as part of CSC membership.

Remuneration of £4,675 per annum plus expenses is provided in line with the Group’s Non-Executive Director Remuneration Policy (copy is available on request).

Further information about Your Housing Group is available on our website www.yourhousinggroup.co.uk/about-us

Creating more places for people to thrive and be recognised as a sector leading landlord

Customer Services Committee

Recruitment process Members are required to make objective decisions, therefore residents who do apply do so on the basis that: • They make an appropriate declaration of interest (form online) • They are not in material or serious breach of their tenancy agreement or lease An application form is online at www.yourhousinggroup.co.uk/csc. Please read this booklet in full, highlighting your experience against the skills and competencies required for the role.

If you wish to apply, please complete and submit the application form online by no later than 5pm Monday 4 March 2024.

Please note we cannot accept late applications!

Creating more places for people to thrive and be recognised as a sector leading landlord

Customer Services Committee

Individual responsibilities All committees of the Group Board are responsible for ensuring the success of Your Housing Group and ensuring its compliance with all legal and regulatory obligations within the framework of their Terms of Reference.

The overall responsibilities and behaviours we expect of committee members are set out below.

1. Uphold and promote the values, core policies, objectives and performance, of Your Housing Group (including its commitment to Equality and Diversity).

2.

Operate within the Terms of Reference of the Committee(s) of which you are a member.

3.

4.

5.

6.

7.

To work positively to deliver the objectives of

the Group and with a genuine commitment to providing good quality homes and services and equality of opportunity.

Be a member of another Working or Task and Finish Group if requested.

10. Respect confidentiality of information.

Be prepared to raise issues with the appropriate persons, following the appropriate process, if you have concerns that the organisation is not being managed to the required standards with the required level of probity, or if you have evidence of wrongdoing by any board/committee member, including yourself, or any employee.

11. Declare any relevant interests. Register all interests

that might have a bearing on Your Housing Group’s work and declare any potential or actual conflicts of interest as and when they arise.

12. Act within the Your Housing Group Rules.

Contribute to and share responsibility for decisions 13. Represent Your Housing Group externally of the Committee(s) of which you are a member.

Work with other Committee members

constructively and respect the views of others.

A ttend all meetings of the Committee(s) of which you are a member (unless there are unavoidable reasons that you can't, and in which case, formal apologies should be given) and contribute to the debates through positive engagement and constructive challenge as appropriate.

8.

repare for all meetings including reading the P papers beforehand for all meetings and attempting to resolve any queries you have, prior to the meeting, with the authors of the papers.

9.

ttend induction, training and performance review A sessions and other such sessions or events as are reasonably required by Your Housing Group.

as required and positively promote the business of the Group.

14. A t all times, conduct yourself in accordance with the Code of Conduct for Your Housing Group board/committee members and observe Your Housing Group’s Probity policy.

15. Raise any concerns they have about Your

Housing Group’s affairs with the Chief Executive, the Chair or the Vice Chair, or use the Whistleblowing Policy if required.

Creating more places for people to thrive and be recognised as a sector leading landlord

Customer Services Committee

Remuneration and expenses Remuneration for this position is £4,675 per annum, paid monthly.

Expenses for travel and other subsistence are paid monthly on production of a completed claim form with relevant receipts. A copy of the expenses policy will be made available on appointment.

Meetings will usually be held at 130 Birchwood Boulevard, Birchwood, Warrington WA3 7QH. We will also offer suitable technology solutions to aid participation at meetings.

The appointment will last for an initial two-year term of office from the date of formal appointment.

The appointment is subject to annual appraisal by the Chair of the Committee in line with the Group’s Non-Executive Director Appraisal Policy.

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Customer Services Committee

Member role description Overall Responsibility Customer Services Committee members are responsible for providing appropriate oversight and governance to the Group in the pursuit of its Landlord and Asset strategies and to provide assurance to the Board in respect of the same. Committee members should scrutinise the performance of the management team against the goals, objectives, and targets within the strategies, and monitor the reporting of performance in key customer service areas. They should satisfy themselves as to the level of service provided to Your Housing Group’s residents and that quality controls and systems of risk management in respect of customer services are robust and defensible.

Main duties and responsibilities Strategy • Monitor on behalf of the Board, the delivery against the agreed Landlord and Asset strategies.

• Holding the Chief Executive Officer (CEO) and leadership team to account for the effective management and delivery of the Group’s strategic customer aims and objectives, where appropriate.

• Actively participating in discussions on the strategic development of the Group and making recommendations to the Board in respect of the Group’s services.

• Safeguarding the good name and reputation of the Group.

• Building and maintaining close relations with the Group’s residents, and ensure the resident engagement channels work is fit for purpose.

• Ensuring the Group’s values are reflected in the services provided to the Groups residents.

Compliance • Providing assurance to the Board that Group services provide value for money.

• Providing oversight and assurance to the Board on the Group’s compliance with its statutory landlord duties.

• Identifying and assessing risks and opportunities in the delivery of the Group’s customer services.

• Ensuring effective management of customer health and safety risks, including ensuring customers are listened to in respect of safety in their homes.

• Providing assurance to the Board on the Group’s compliance with the Regulator’s Consumer Standards.

• Ensure that the organisation promotes equality, diversity and inclusion in respect of the services it delivers to its customers.

Creating more places for people to thrive and be recognised as a sector leading landlord

Performance monitoring • Recommending key performance targets for the delivery of the Group’s Landlord and Asset strategies.

• Regularly review performance, in respect of the key indicators for customer services and agree improvement plans where necessary.

• Regularly review and analyse complaints data, to identify emerging trends and recommend improvements.

• Commission reviews and scrutiny of services to ensure quality and service standards are being met.

Committee activities • Upholding the highest standards of integrity and probity and in accordance with the Board's code of conduct.

• Participating fully in the work of the committee, ensuring the collective responsibility of the committee.

• Participating in any training and other evaluation identified as part of the committee.

• Maintaining absolute confidentiality about all aspects of the Group’s business.

Person Specification The following characteristics, knowledge and experiences (or commitment to gain them) would be advantageous to the role of CSC Member: • a high level of understanding and interest in the issues of social housing and the housing sector; • empathy with customers; • an understanding of the social challenges facing some of the Group’s current and future customers; • a commitment to the values and principles of the Group; • experience working in a customer centric business; • experience of asset management; • experience of committee work; • well-developed interpersonal and communication skills; • ability to analyse data; • ability to understand complex strategic issues, critically assess, analyse and resolve difficult problems; • a drive to put things right and constantly improve; • sound, independent judgement, common sense and diplomacy; • resilience; • sufficient time and, commitment to fulfil the role.

Creating more places for people to thrive and be recognised as a sector leading landlord