Independent Member - Customer Experience, Challenge and Assurance Panel



  • Location


  • Job type


  • Sector


  • Salary/Remuneration

    3,000 pa allowance

  • Job ref


  • Expiry date

    20 September 2021

  • Client


Ref: GSe76954

This is an opportunity to influence the customer service design of a leading housing provider, gaining experience of governance and an insight into the world of social housing.

Stonewater is proud to be one of the UK’s leading social housing providers, putting customers at the heart of all we do and with a mission to provide quality homes and services for people whose needs are not met by the open market.  We manage over 33,000 homes, serving 75,000 customers, led by our Customer Promise and shaped by our commitment to excellent service.  Our portfolio includes affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

We are seeking a professional with experience of delivering excellent customer service to join our Customer Experience Challenge and Assurance Panel as an independent member.  The panel is part of our governance structure reporting, through the Chair, directly into the Board. It provides an opportunity to work alongside current Non-executive Directors and senior colleagues to influence the design of our business and social purpose.  You will work with the panel, colleagues and customers across Stonewater to ensure our customers are at the heart of everything we do.  You will champion customer voice and influence, lead work to modernise our services and help to drive our business forward. 

You will have experience of developing services in a multi-channel setting, with an emphasis on providing efficient services that meet the needs and aspirations of our current and future customers.  Your understanding of how to engage effectively with customers across all tenures to gain insight into the design of services will supplement the skills and experience of our existing members. 

An annual allowance of £3,000 is payable and expenses incurred on Stonewater business will be reimbursed.  The panel meets as and when required, up to monthly.  Meetings are mainly by video conference.  The successful candidate will benefit from learning and development activities. 

The role would provide good experience for a candidate wishing to expand their knowledge of social housing, understand how to be an effective non-executive  for a large organisation and to progress to a board-level position in the medium term.

For an informal confidential discussion, please contact our advisors at GatenbySanderson, Rosie Gunn on 07964 841 007 or Elise Kanareck on 07793 186 559.

Recruitment Timetable

Closing date
Monday 20th September 2021

Friday 8th October 2021

How to Apply

  • Please submit your CV along with a Supporting Statement addressing the person specification criteria, evidencing how you meet the criteria.
  • Detail any employment or education gaps.
  • Be ready to provide the names, positions, organisations and contact details for two referees; one should be your current or most recent employer. Referees will be contacted for those proceeding to final stages. We will always gain your permission before we contact referees.
  • Let us know any difficulty you may have with the indicative timetable.
  • Check that your contact details are correct before you submit.

Once you have submitted your application, you will receive an automated email confirmation. If you do not receive, please email