Come and make a difference at Karbon as our Customer Experience Improvement Lead

We are looking to appoint a suitably qualified and experienced individual for the role of Customer Experience Improvement Lead in the Customer Experience Improvement team.

The Customer Experience Improvement team will enable Karbon to deliver an excellent customer experience through management of projects that use customer insight and feedback to improve our services.

About the role
The Customer Experience Improvement Lead will be responsible for the successful implementation of Karbon’s feedback learning approach – which will use insight from customer feedback to enable swift and tangible service improvements, as well as identifying positive service delivery examples for celebration.

Initially, the successful candidate will support the Customer Experience Leadership team to design and develop the feedback learning approach, focussing first on how we can learn continuously and effectively from complaint handling, before broadening the approach to include additional customer insight.

They’ll actively monitor complaint data and analysis shared by our Customer Feedback team, as well as adjudication outcomes and learning shared by the Housing Ombudsman service. Using this insight, the Customer Experience Improvement Lead will work directly with key stakeholders and our operational teams to ensure trends and opportunities to adapt our services are well understood, enabling colleagues to deliver an excellent customer experience and supporting Karbon’s efforts to reduce dissatisfaction and formal complaint handling volumes.

The Customer Experience Improvement Lead will lead workshops and complaint review activity manage, managing action plans of learning and improvement activity established from these sessions through to successful completion, whilst support the wider team to articulate progress and success of learning and improvement initiatives.

They’ll also enable colleagues around the business to explore and assess improvement ideas, supporting key stakeholders to identify improvements that can be implemented via their own teams, or project activity that the Customer Experience Improvement team should lead on behalf of the business.

About you
Are you talented in interpreting complaint insight? Are you passionate about turning customer feedback into tangible, lasting improvements? Can you engage and enthuse colleagues across a broad range of levels about how service improvements could be realised from trends in complaint handling?

We’re looking for a motivated and experienced individual who can support us to develop our approach to learning from complaints, and successfully lead the agreed approach across Karbon.

Ideally, you’ll have a background in delivering service improvements based on customer feedback – in particular from handling complaints. Up to date knowledge of issues facing the housing sector, as well as regulatory expectations in complaint handling from the Housing Ombudsman Service, and Regulator of Social Housing would be beneficial.

You’ll have a keen eye for data and insight, and interpreting customer feedback, as well as strong stakeholder engagement skills to help get improvement opportunities into development across the business.

You’ll be comfortable leading workshops and complaint review activities that will engage and inspire colleagues to take action, whilst also reflecting on areas of excellent service delivery that should be celebrated and replicated.

About our team
The successful candidate will work in our Customer Experience Improvement team led by the Head of Customer Experience: Ashley Wallace. If you require further information about the role, please contact Ashley by email at Ashley.wallace@karbonhomes.co.uk.

Key Information
It’s important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.

Customer Experience Improvement Lead – permanent role

Salary is £39,322 per annum

Location: Gosforth, Newburn or Stanley, TBC with successful candidates

Travel to our other offices will be required occasionally and so access to your own car would be beneficial

37 Hours per week with some homeworking available/flexible working for full time roles

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for.

The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.

Enjoy great benefits
We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits.

We also provide our colleagues with the opportunity to apply for qualification funding on a range of courses, conferences, and other learning events.

If this sounds like the role for you then please apply through the Karbon Homes website – https://www.karbonhomes.co.uk/careers/

Important dates

Closing date for applications

Tuesday 13 May 2025

We reserve the right to close this advertisement early if we receive a high volume of suitable applications. Please apply early to ensure you are considered for the post.

Interview date
Week commencing 19 May. It might be necessary to hold a second stage interview for this role – we’ll discuss this with candidates directly.

We are committed to equality and diversity and are an inclusive employer. We welcome applications from people of all ages, disability/non-disability, ethnicities, genders, religions, sexualities, transgender status, and cultural backgrounds.  Any candidate with a disability who meets the essential criteria for the post will be guaranteed an interview.

If you need a reasonable adjustment to apply for any of our career opportunities, then please contact recruitment@karbonhomes.co.uk