Complaint Case Handler
| Posting date: | 15 July 2025 |
|---|---|
| Salary: | £28,675 per year |
| Hours: | Full time |
| Closing date: | 14 August 2025 |
| Location: | NE12 8EG |
| Remote working: | On-site only |
| Company: | Karbon Homes |
| Job type: | Permanent |
| Job reference: | RQ00001516-60897 |
Summary
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 a natural problem solver with sound judgement?
Are you a strong writer with a talent for crafting clear, professional letters?
Are you confident managing a busy caseload while maintaining high standards?
We're looking for skilled and motivated Complaint Case Handlers to join our team at Karbon. In this role, you'll manage Stage 1 complaints from start to finish-working closely with customers and colleagues to resolve issues and deliver outcomes that restore trust and build advocacy.
We're looking for someone who stays calm and empathetic when handling challenging situations, with a genuine passion for delivering exceptional customer service. You'll be someone who can confidently turn a negative experience into a positive one, helping to rebuild trust and leave a lasting, positive impression on our customers.
Knowledge of the housing sector and an understanding of the Housing Ombudsman's complaint handling code would be an advantage, but what matters most is your ability to listen, respond, and resolve with care and professionalism.
About our team
The successful candidate will work in our Customer Feedback team. If you require further information about the role, please contact Customer Feedback Manager, Ruth Pattison, by email at Ruth.Pattison@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 £28,675 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 agile 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 29 July 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 11 August 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