Customer Experience Committee Member

£5,500 per annum | 3 Year Term | 8-10 days per year | Bath

Closing Date: Sunday 28th September

Interview Date(s): Monday 6th and/or Tuesday 7th October

Join Curo’s Customer Experience Committee

Are you interested in helping us improve our customer service? Could you work effectively as part of our new Committee which reports directly to the Board?

The Customer Experience Committee (CXC) has now been up and running for a year and is making great progress. The Committee was established to support open and constructive discussions that help shape and improve Curo’s customer service performance, while also advising the Board on delivering our strategic objectives.

The Committee is made up of three Board Members and three Committee Members who are Curo customers.

We’re now looking for one Curo customer to join the Committee as a member, helping to share insights, shape decisions, and make a real difference to the customer experience. If you’re passionate about improving services, we’d love to hear from you.

What you'll be doing

• Work alongside other committee members to ensure Curo’s customer services are reviewed, analysed effectively and recommendations for improvement are acted upon.
• Obtain assurance that Curo understands and delivers services that meet the different needs of customers.
• Use your experience of being a customer to ensure diverse perspectives are considered and discussed.
• Provide the Board with assurance regarding customer-related matters, including risk management, internal control and compliance with the Regulator of Social Housing’s Consumer Standards.
• Influence the prioritisation and allocation of resources, including investment in new activities and services at Curo.
• Work closely together with other CXC members, taking an active role monitoring and scrutinising the following:
  • Key performance indicators for all services.
  • Customer satisfaction data.
  • Complaints management across Curo.
  • Correspondence with the Housing Ombudsman
• Committee members will also commission scrutiny activities focused on customer experience and then review recommendations from these reports and seek assurance they are being implemented.

Time Commitment

We expect you to:

• attend and contribute to quarterly committee meetings, held at our offices in Bath. This will also require pre-work including reading of reports and papers to enable you to actively to contribute your ideas, opinions and suggestions.
• attend induction and training sessions; other meetings as appropriate and organised visits to Curo locations or to meet service teams.
• Between regular committee meetings you may also be asked to review and feedback on a range of documents.

We will provide independent mentoring support from an external tenant services organisation and a buddy arrangement from a fellow Committee Member to help you actively participate in your role as soon as possible.

We estimate that the core time commitment is 8-10 days per year (2-2.5 days per quarter), plus induction and training time which will be mostly in the first year and tailored to individual needs.

Benefits of joining the Committee?

• Developing your skills and experience
• Gaining knowledge about Curo and the housing sector
• Playing an active role in the development of our services
• Having direct input into the decision-making process on issues that matter to all Curo customers.
• Working together for the benefit of all residents.

Why work with Curo?

Curo is an organisation with social purpose at its heart. We provide affordable homes that help people find security and stability and a positive future.

We embrace a values-driven culture that revolves around Care, Respect, Openness, Fairness, and Trust.

We value diversity, tailor services where possible, and maintain transparent, inclusive communication.

For an informal discussion about the role please contact either Paul Harris or Amy Jones via committee@curo-group.co.uk

We will be closing applications on Sunday 28 September 2025