Head of Customer Experience

Come and make a difference at Karbon as a Head of Customer Experience

We are looking to appoint a suitably qualified and experienced individual for the role of Head of Customer Experience, to lead the Customer Experience team. This team champions the Karbon Customer Experience, leading on cross-organizational, customer focused projects and providing internal and external customers with services to help realize our customer strategy.

About the role

This role is responsible for leading the development, engagement and delivery of the Customer Experience strategic plan, to achieve our customer goals and KPIs. Here you’ll lead the Customer Experience Team deliver cross-team projects and service provision, as well as lead on strategic projects. You’ll lead and influence the whole organisation in delivering our ambition to deliver an excellent customer experience.

About you

You’ll already be a Head of Customer Experience or equivalent, where you work across a whole organisation, within a business to consumer service organisation. Your successes will be notable in leveraging customer satisfaction performance through all colleagues, delivering an exceptional complaint service and digital customer experience. You’ll already oversee a broad programme of cross-team projects, lead your own projects and manage a team to deliver day to day services.

As a credible expert your experience in customer experience best practice, such as customer segmentation, journey mapping and customer culture, will only be surpassed by your exceptional interpersonal, collaboration and influencing leadership skills.

About our team

The successful candidate will work in our Customer Services and Operations team led by the Assistant Director of Customer Services and Operations.

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.

- Head of Customer Experience – permanent role

- Salary is £56,075 per annum

- Location: Gosforth, Stanley or Newburn with homeworking

- Regular travel will be required

- 37 Hours per week with some homeworking / flexible working available

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

28 February 2023

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

15 March 2023

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.

Job Types: Full-time, Permanent

Salary: £56,075.00 per year

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Flexitime
• Free parking
• Gym membership
• On-site parking
• Private medical insurance
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Flexitime

Work Location: Hybrid remote in Newcastle upon Tyne

Application deadline: 28/02/2023
Reference ID: RQ00001021