Come and make a difference at Karbon as our Digital Customer Engagement Project Support

We are looking to appoint a suitably qualified and experienced individual for the role of Digital Customer Engagement Project Support in the Digital Customer Engagement Team.

The Digital Customer Engagement team will enable Karbon to deliver an excellent customer experience through management of digital customer journeys and products, including our MyKarbon customer portal, in support of our Customer Contact Strategy.

About the role
The Digital Customer Engagement Project Support will play a crucial role in enabling the wider team in the successful delivery of digital products and project work.

The role will support specific actions agreed with the Digital Customer Engagement Manager and Product Owner as part of the product development lifecycle, such as testing new features or reviewing process documentation.

The Digital Customer Engagement Project Support will also work closely with Karbon’s communications and marketing team and other key stakeholders to prepare or deliver targeted customer messaging supporting digital product engagement aims across the team.

The role will involve delivery of training to colleagues and customers in use of the MyKarbon customer portal – online, or in person. In addition, the role will include various administrative duties in support of team objectives.

About you
Are you an organised and enthusiastic team player? Do you have an understanding of how digital products are developed, managed and marketed to customers? Do you enjoy supporting colleagues and customers in understanding how digital systems work?

Ideally, you’ll have a background in supporting digital product development and engagement activity, and an awareness of tracking and influencing customer engagement.

You’ll have an eye for detail, be (or become) an expert in our MyKarbon customer portal, and have excellent customer service skills. You’ll also be adept at handling multiple tasks and planning your own work to achieve agreed timescales.

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.

About our team
The successful candidate will work in our Digital Customer Engagement 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.

Digital Customer Engagement Project Support – permanent role

Salary is £26,556 per annum

Location: Gosforth, Newburn or Stanley, to be agreed 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 February 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 Monday 3 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