Come and make a difference at Karbon as a Senior Complaint Case Handler

We’re on the lookout for a skilled and experienced professional to join our Customer Feedback Team in the role of Senior Complaint Case Handler.

As a Senior Complaint Case Handler, you’ll be at the heart of ensuring our customers feel heard, valued, and supported—making a real impact on how we learn from feedback and continuously improve.

The Customer Feedback team supports Karbon in delivering an excellent customer service through delivery of Karbon’s Complaints, Compliments and Suggestions service.

About the role
As a Senior Complaint Case Handler, you’ll take the lead on managing Stage 2 complaints through to resolution. You’ll conduct thorough investigations, communicate directly with customers, and collaborate with teams across Karbon to ensure outcomes are fair, timely, and focused on the customer experience.

You’ll be a trusted expert on Karbon’s Complaints Policy and the Housing Ombudsman’s Complaint Handling Code, helping to prevent further escalations and enhance service delivery. Your insights will be key in identifying learning opportunities and driving continuous improvement across the organisation.

About you
Are you a confident communicator with a talent for resolving complex issues?

Do you thrive in a fast-paced environment where empathy, professionalism, and sound judgement are essential?

We’re looking for someone with a strong track record in complaint handling, ideally within the housing sector, who can manage a busy caseload while maintaining high standards of investigation, communication, and documentation.

You’ll be someone who can turn challenging situations into opportunities to rebuild trust and deliver meaningful change. Experience of quantifying compensation, writing high-quality customer communications, and using case management systems is essential.

About our team
You’ll be joining a supportive and forward-thinking Customer Feedback Team. If you’d like to know more about the role, please contact Ruth Pattison, Customer Feedback Manager, at Ruth.Pattison@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.

- Senior Complaint Case Handler – Permanent role
- Salary is £30,750 per annum
- Location: Hybrid working – Gosforth, Newburn or Stanley (to be agreed with the successful candidate)
- Regular travel between will be required
- 37 Hours per week with agile working

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 16 September 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 - To be confirmed

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