Come and make a difference at Karbon as our Customer Feedback Manager

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

The Customer Experience Team supports Karbon to deliver an excellent customer experience through a broad range of customer focused initiatives, including management of the Complaints, Compliments and Suggestions process; as well as service improvement projects including digital customer experience development.

About the role
The Customer Feedback Manager will lead and manage the brand new Customer Feedback team, who deliver Karbon’s Complaints, Compliments and Suggestions service.

Initially, this role will support the Customer Experience Leadership team build and develop the team. This may include some recruitment activity but will mainly consist of implementing new team processes and performance monitoring opportunities – all while cultivating a team culture that champions working together, continuous improvement, and achieving the best possible outcomes for our customers and Karbon.

Once the team are in place, this role will provide day to day leadership and operational performance management to ensure the highest quality of complaint case management is achieved across the team, against KPIs, and whilst managing compliance with external regulation from The Housing Ombudsman Service.

The role holder will support the wider Customer Experience team and business in utilising complaints and customer satisfaction insight so that Karbon can continuously learn from complaint handling and improve our business-wide service offer, including improvement of processes within Complaints, Compliments and Suggestions handling.

As well as managing a core operational service team, this role will play a key part in supporting Karbon’s complaint learning approach, as well as other customer feedback focussed initiatives.

About you
Are you an expert in managing complaints? Can you motivate, coach and develop a new team in the art of achieving positive, customer focussed outcomes that turn complainants into advocates?

We’re looking for a passionate leader who can coordinate, motivate and carefully manage a newly formed team to deliver high quality, and industry leading complaint management.

Ideally, you’ll have a strong background in managing operational complaint handling teams within a housing association setting. 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 an eye for detail, high personal standards for delivering excellence, and the ability to coach and develop colleagues to produce the highest standard of letter writing, record keeping, quality assurance, and 121 customer service.

You’ll also have the ability to manage service performance, utilising and interpreting business MI. The role holder will produce key reports that support the wider business, our board and customers to understand complaint handling. The ideal candidate will also have experience in monitoring customer satisfaction trend and supporting organisations to identify and act on opportunities for improvement.

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 Manager – permanent role

Salary is £45,000 per annum

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

Travel to our other offices will be required occasionally

37 Hours per week with some homeworking available/flexible 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 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 3^rd March. It might be necessary to hold a second stage interview for this role, and these may take place week commencing 10^th March.

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