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

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

The Customer Experience team support Karbon to deliver excellent customer service through management of projects that use customer insight and feedback to improve our services.

About The Role

The Customer Experience Improvement Lead will actively use customer and performance insight to understand opportunities to improve the customer experience. They’ll work directly with key stakeholders, to ensure trends and opportunities to adapt our services are well understood. Together they’ll develop our ways of working to deliver an excellent customer experience, resulting in improved satisfaction.

They’ll have a portfolio of projects, working with multiple teams across all our teams, both operational and enabling teams.

About You

Are you talented in interpreting customer 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 data?

You’ll have a keen eye for data and insight, and interpreting customer feedback. With strong stakeholder engagement skills, you will have a successful background in collaborating with others to deliver service improvements based on customer feedback.

Working With Us

The successful candidate will work in our Customer Experience team led by the Head of Customer Experience. If you’d like to know more about the role, feel free to reach out to Lou Woods at Lou.Woods@karbonhomes.co.uk or on 07808 544566.

Key Details

Customer Experience Improvement Lead – permanent role

Salary is £41,837 per annum

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

Travel to our other offices will be required, so access to a car would be beneficial

37 hours per week

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.

Why Join Us?

We offer a generous benefits package to support your wellbeing and development, including:

26 days annual leave (rising to 31 after 3 years)
Birthday leave
Occupational pension
Health cash plan
Flexible benefits pot
Access to funding for qualifications, conferences, and learning events

Ready To Apply?

If this sounds like the role for you, apply now via our website:– https://www.karbonhomes.co.uk/careers/

We love seeing the real you in your application. It’s fine to use AI tools for things like polishing grammar or improving formatting—but your CV and supporting statement should still reflect your own skills, experience, and personality, so we do not accept applications that are fully generated by AI without your own input.

Key Dates

Closing date for applications: Monday 17 August 2026

We may close the advert early if we receive a high volume of strong applications—so don’t wait too long to apply!

Interview date: Wednesday 26 August 2026, in our office at Gosforth Business Park, Newcastle Upon Tyne.

It might be necessary to hold a second stage interview – we’ll discuss this with candidates directly.

We’re Inclusive

We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview.

Need a reasonable adjustment to apply? Contact us at recruitment@karbonhomes.co.uk

A Note for Recruitment Agencies

We’re lucky to have a great Preferred Supplier List (PSL) in place, so we’re not looking for additional agency support right now. Thanks for understanding—we’ve got this covered!