Complaint Case Handler

Posting date:	21 August 2025
Salary:	£28,675 per year
Hours:	Full time
Closing date:	20 September 2025
Location:	NE12 8EG
Remote working:	On-site only
Company:	Karbon Homes
Job type:	Permanent
Job reference:	RQ00001516-608972

Summary

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

We’re on the lookout for a confident, compassionate, and experienced Complaint Case Handler to join our brilliant Customer Feedback Team.

If you’re someone who thrives on solving problems, loves writing clear and professional communications, and enjoys helping people feel heard and supported—this could be the perfect role for you.

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 forleading their own case load of stage 1 complaints, from acknowledgement to closure.

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

Case handlers willdeliver the highest possible standard of service, record keeping and communication, both written and verbal,to our customersthroughout 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 maintaininghigh standards?

We’re looking for skilled, motivatedand experienced Complaint Case Handlers to join our team at Karbon. In this role, you’llmanage 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.

You will have experience of using a CRM to manage cases, along with experience of research, analysis and report writing.

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 Feedbackteam. 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 £28,675.40 per annum

    
    

    • Location: Hybrid working – Gosforth, Newburn or Stanley, to be agreed with successful candidate

      
      

      • Travel to our other offices will be required occasionally

        
        

        • 37 Hours per week - home/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.

          Enjoygreat 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

          Thursday4 September2025

          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 commencingMonday 15 September 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