Head of Consumer

WIG is delighted to be supporting The Legal Services Consumer Panel (LSCP, the Panel) to recruit a new panel member to the board. This is a three year term - with possibility of a second terms extension. The Panel usually meets six times a year, and the time commitment is estimated at 15 days per year (including reading time). The LSCP exists to represent the interest of consumers in the regulation of legal services. This is an important role to help guide the LSB and the Ombudsmen, ensuring that the consumer view is represented.

The Panel was established by the Legal Services Board (LSB), the independent body responsible for overseeing the regulation of legal services in England and Wales, under the Legal Services Act 2007. As a permanent, discrete champion for consumers we have an essential responsibility to ensure that regulators are able to consider and act on the user perspective.

We are particularly interested in hearing from candidates with experience working in the wider justice sector, working with customers in receipt of front-line pro bono legal experience. Examples include but are not limited to, experience working within a third sector organisation or a charity.

Essential Criteria:

• Understanding of, and a deep-seated commitment to, promoting and protecting the interests of consumers and the wider community.
• Frontline experience or a deep comprehension of the needs of vulnerable and marginalised communities who do not have access to the legal system, without pro bono or subsidised support.
• Awareness of deficiencies or changes in the pattern of consumption of legal services.
• Proven commitment to equality, diversity and inclusion.
• The ability to listen and challenge in a constructive manner, providing an objective and independent point of view.
• The ability to work as part of a team, working collaboratively and cooperatively.
• A highly developed ability to take account of different perspectives as part of a collegiate decision-making process and to take responsibility for decisions made.
• Excellent communication and influencing skills.

The Panel has an advisory role and does not have decision-making responsibilities. The key activities of the Panel are:

• To help the LSB and the OLC to understand fully, and take account of, the interests of consumers in its policy development and decisions.
• To respond to relevant consultations as appropriate;
• To carry out and commission research, as agreed with the LSB, and gather other intelligence and evidence to understand the consumer experience of the legal services market;
• To provide the LSB and the OLC with feedback from a consumer perspective on the effectiveness of its policies and practices;
• To help the approved regulators develop their own approach to consumer engagement to inform their work;
• To speak out publicly on behalf of consumers as appropriate in order to positively influence outcomes for consumers of legal services; and
• To maintain an overview of developments in the legal services market, and related developments affecting consumers in other markets, in order to best deliver the activities listed above.

LSCPs Vision

Our vision is for a market where everyone can access high quality and affordable legal services that meet their needs:

• A competitive legal services market where consumers are empowered and have easy access to high quality legal advice at a fair price.
• All consumers have an equal access to legal services regardless of their personal circumstances.
• Regulatory bodies have processes enabling them to take decisions which are in the consumer interest.
• Consumers receive legal advice from a diverse and competent workforce.
• Consumer complaints are resolved fairly, quickly and cost-effectively.