Karbon Homes
Customer Feedback Team Leader
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Come and Make a Difference at Karbonas as a Customer Feedback Team Leader
At Karbon Homes, we're passionate about providing great homes and excellent services for our customers. We're looking for an inspiring and customer-focused Customer Feedback Team Leader to lead our Stage 1 Complaints Team and help drive service excellence across the organisation.
This is an exciting opportunity to lead a team that plays a vital role in understanding our customers' experiences, resolving concerns, and turning feedback into meaningful improvements. You'll combine strong people leadership with a commitment to delivering fair, customer-centred complaint outcomes and driving learning across the business.
About the Role
As our Customer Feedback Team Leader, you'll lead a team of complaint case handlers responsible for delivering high-quality Stage 1 complaint investigations. You'll ensure complaints are managed professionally, fairly and in line with regulatory expectations, while helping to identify trends, themes and opportunities to improve customer experience.
- You'll be responsible for monitoring team performance, coaching colleagues to achieve their full potential, and ensuring service standards, KPIs and SLAs are consistently met.
- Acting as a subject matter expert on complaint handling processes, systems, policies and procedure, you will work closely with colleagues across Customer Experience and the wider business, to help embed a culture of continuous improvement and customer-focused learning.
This role is ideal for someone who enjoys leading people, analysing performance, influencing change and making a positive impact on customers' lives.
About You
We're looking for a passionate leader who puts customers at the heart of everything they do.
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- You'll bring experience of leading a customer-facing or complaint-handling team, with a strong track record of delivering against KPIs and service standards.
- You'll be confident investigating complex complaints, coaching and developing colleagues, and using data and insight to improve services.
- An excellent communicator and relationship builder, you'll make balanced decisions, manage risk effectively and remain calm under pressure, while working collaboratively and championing continuous improvement.
Ideally, you'll also have experience within the housing sector and a good understanding of the Housing Ombudsman Complaint Handling Code and regulatory expectations.
Working With Us
You'll be part of our Customer Feedback Team, led by Lucy Barnes, Customer Feedback Manager. If you'd like to know more about the role, feel free to reach out to Lucy at lucy.barnes@karbonhomes.co.uk
Key Details
- Customer Feedback Team Leader - Permanent role
- Salary - £40,433 per annum
- Location: Officially based at one of our offices in Gosforth, Stanley or Newburn, with some home working / flexibility available
- Regular travel will be required across all of our offices
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.
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Why Join Us?
We offer a generous benefits package to support your wellbeing and development, including:
- 26 days annual leave (rising to 31 after 3 years)
- Birthday leave
- Occupational pension
- Health cash plan
- Flexible benefits pot
- Access to funding for qualifications, conferences, and learning events
Ready to Apply?
If this sounds like the role for you, apply now via our website:- https://www.karbonhomes.co.uk/careers/
We love seeing the real you in your application. It's fine to use AI tools for things like polishing grammar or improving formatting-but your CV and supporting statement should still reflect your own skills, experience, and personality, so we do not accept applications that are fully generated by AI without your own input.
Key Dates
- Closing date for applications: Sunday 06 September 2026.
- We may close the advert early if we receive a high volume of strong applications-so don't wait too long to apply!
- Interview date: Week commencing 21 November 2026.
We're Inclusive
We're proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you'll be guaranteed an interview.
Need a reasonable adjustment to apply? Contact us at recruitment@karbonhomes.co.uk
A Note for Recruitment Agencies
We're lucky to have a great Preferred Supplier List (PSL) in place, so we're not looking for additional agency support right now. Thanks for understanding-we've got this covered!
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