Come and make a difference at Karbon as a Customer Feedback Coordinator

We are looking to appoint a suitably qualified and experienced individual for the role of Customer Feedback Coordinator in the Customer Feedback Team.

The Customer Feedback Team will support Karbon to deliver an excellent customer experience through management of the Complaints, Compliments and Suggestions service.

About the role
Our Customer Feedback Coordinators will be an integral part of the Customer Feedback Team, enabling the wider team to be as efficient and effective as possible, through a range of duties.

They’ll predominantly be responsible for triaging all new complaints recorded, ensuring our complaint definition is clear, complaints are assigned to an appropriate case handler in time, and that our central record keeping for new complaints is of the highest standard.

As part of the triage process, Customer Feedback Coordinators will directly resolve complaints when they find it is appropriate to use Karbon’s ‘early resolution’ process – to provide an excellent customer experience and increase team efficiency.

 

Customer Feedback Coordinators will also conduct Complaint Quality Assurance reviews for resolved cases, against an agreed framework of quality standards – providing the team with information on case quality that helps maintain the highest standards in complaint handling, and in line with external regulatory expectations.

Our coordinators may also be called upon to support the wider team with a range of other administrative duties, including triage of survey alerts from our external satisfaction survey provider.

About you
Are you an expert in delivering excellent customer service to customers and colleagues? Do you have an eye for detail and a sound understanding of how Karbon’s complaint service works?

We’re looking for an enthusiastic and motivated individual, who will support our Customer Feedback Team to be effective and efficient in managing customer complaints.

Ideally, you’ll have a background in delivering high quality and efficient 121 colleague and customer service through a range of channels – including experience of managing customer issues to a successful outcome. 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 advantage.

You’ll have an eye for detail, be (or become) an expert in our complaint handling policies, and have excellent customer service skills.

About our team
The successful candidate will work in our Customer Experience 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 Feedback Coordinator

Salary is £26,498 per annum

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

Travel to our other offices will be required occasionally

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 25 March 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

Thursday 27 March 2025

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