Regional Customer Voice Forum
The Forums provide structured opportunities for customers to influence how services are designed and delivered at a regional level and contribute directly to decision-making processes, consultations, and continuous improvement.
The Forums support Amplius’ commitment to transparency, influence, and accountability, and feed into the work of the Customer Influence Panel.
Key responsibilities
- draw on insight and feedback from local engagement activities, customer groups, surveys, complaints, and compliments
- monitor and discuss regional performance information, including customer satisfaction, service standards, and key trends
- escalate concerns or areas of customer non-assurance regarding the Consumer Standards to the Customer Influence Panel
- contribute insight from Service Improvement Working Groups and other locality-based initiatives
- support consultation and co-creation of services and policies, reflecting customer priorities
- provide recommendations for improvement based on lived experience and evidence gathered regionally.
Skills and qualities needed
- Ability to listen to and represent the views of others, not just personal experience
- Interest in improving housing services and customer engagement
- Willingness to read and understand performance information
- Constructive and respectful communication
- Commitment to equality, diversity, and inclusion.
Time commitment
- Each Forum will meet at least four times a year, in person or virtually depending on accessibility and regional preferences.
Support provided
- a full induction and ongoing training
- reasonable expenses reimbursed (e.g. travel, printing)
- support from the Customer Engagement Team to carry out their role effectively.
Want to find out more about the role? Read the terms of reference for the group.