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

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

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
Our team of Complaint Case Handlers will each be responsible for leading their own case load of stage 1 complaints, from acknowledgement to closure.

Cases will be managed against clearly defined quality standards and timescales in compliance with Karbon’s Complaints, Compliments and Suggestions policy, and The Housing Ombudsman’s Complaint Handling Code.

Case handlers will deliver the highest possible standard of service, record keeping and communication, both written and verbal, to our customers throughout their complaint journey.

In close collaboration with operational colleagues across Karbon, our case handlers will ensure complaint investigations are completed thoroughly and on time, whilst supporting the business to understand root cause of issues raised.

About you
Are you an expert in handling complaints? Are you a skilled communicator who can collaborate effectively with colleagues? Can you achieve customer focussed outcomes that turn complainants from unhappy customers into Karbon advocates?

We’re looking for talented and experienced complaint case handlers to support Karbon in oversee and coordinate stage 1 complaints, end-to-end.

Ideally, you’ll have 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.

You’ll have an eye for detail, high standards for delivering excellent service, and the ability to manage a case load of complex complaints in parallel, within agreed quality and timescale standards.

About our team
The successful candidate will work in our Customer Feedback team. If you require further information about the role, please contact Head of Customer Experience, Ashley Wallace, 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.

Complaint Case Handler – permanent role

Salary is £27,976 per annum

Location: Gosforth, Newburn or Stanley, to be agreed 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 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