Consumer Panels Manager
Salary: £37,578 + Excellent Civil Service Benefits
Location: Birmingham (Hybrid working – Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
Permanent | Full Time | 37 hours per week
The Role
Reporting to the Senior Consumer Panels Lead, you will be part of a small team responsible for leading the delivery of CCW’s Consumer Panels programme. This is a complex, high‑profile programme with multiple, often conflicting deadlines and limited flexibility to move published outputs. You will be responsible for the day‑to‑day decisions that ensure panels are managed efficiently and deliver meaningful results. The role involves developing and quality‑checking research outputs and reports that are published online and subject to external scrutiny, and regular communication with water companies, CCW colleagues, the CCW Board and an external research agency. A key responsibility is championing the voice of around 900 consumers recruited to the panel communities (one panel per water company), ensuring consumer views are heard and considered in business decision‑making.
Key responsibilities
- Manage the relationship with the external research agency, providing day‑to‑day direction to ensure delivery aligns with CCW objectives and meets stakeholder needs
- Make operational decisions on research approach, design, direction and progress of panels work
- Develop and quality‑check materials and reports to a standard suitable for online publication and external scrutiny
- Identify best practice across panels and make practical recommendations to improve delivery and processes
- Develop feedback, reports and updates for Government, Ofwat and CCW’s website on panels activity and impact
The Person
Essential Skills & Experience
- Educated to degree level (or equivalent)
- Project management experience
- Recent experience working in customer research, using a range of research techniques
- Ability to make complex information accessible to a lay audience
- Knowledge of the water industry and/or utility regulation
- Willingness to travel UK wide
Benefits & Offering
- Hybrid working policy – 8 days per month office‑based; remainder from home
- 25 days annual leave plus 10½ days public and privilege holidays
- Flexi time is available, with the ability to accrue and take time off in lieu throughout the year
- Generous Civil Service Pension
- Health & Fitness allowance
- Paid allowance days for voluntary work
- Wellbeing Hour once a month
- Onsite coffee shop
- Free eye test every 2 years and annual flu jab
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