Head of Customer Experience

Posting date:	23 December 2025
Hours:	Full time
Closing date:	22 January 2026
Location:	LS6 2AD
Remote working:	On-site only
Company:	Karbon Homes
Job type:	Temporary
Job reference:	RQ00001593-60897

Summary

Come and make a difference at 54 North Homes as our Head of Customer Experience

We are looking for an experienced and inspiring leader to join our team as Head of Customer Experience on an interim basis. This is a fantastic opportunity to lead teams through a period of change and shape and deliver our Operational Plan, ensuring every interaction reflects our values and commitment to excellence.

About The Role

At 54 North Homes, we believe in providing high-quality, affordable homes and supporting our customers to live well in their communities. In this role, you will:

• Provide organisational leadership on customer experience, acting as the expert and champion for best practice.
  
• Lead and motivate the Customer Experience team to deliver outstanding services and projects.
  
• Oversee multi-channel customer service operations, ensuring a 'right first time' approach.
  
• Drive actionable insights from customer feedback to improve services and embed a customer-first culture.
  
• Lead delivery of complaints, compliments and suggestions services, ensuring compliance and learning from feedback.
  
• Develop and deliver customer involvement activities, giving customers a voice in shaping services.
  
• Act as a positive member of the Leadership team, collaborating across 54 North Homes and the wider Group.
  

  About You

  We're seeking a proactive, customer-focused leader with:

  • A strong track record of achievement at management level in a comparable organisation.
    
  • Experience in delivering customer satisfaction frameworks and leading cultural change.
    
  • Expertise in customer experience techniques, service design, and actionable insight.
    
  • Excellent leadership, communication, and influencing skills.
    
  • A commitment to diversity, inclusion, and continuous improvement.
    

    Key Details

    • Head of Customer Experience - six-month fixed term
      
    • Competitive salary and comprehensive benefits package
      
    • Location: Leeds/York
      
    • 37hours per week - Monday to Friday 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.

      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 new via our website: 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 11 January 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 26 January 2026 in Leeds

        Just a quick heads-up about our Christmas closure dates:

        We'll be closed from Wednesday 24 December 2025 and back in the office on Friday 2 January 2026.

        If you get in touch during this time, we'll respond as soon as we're back.

        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.

        Neurodiversity Support Recruitment

        We believe that everyone has unique strengths and skills to contribute to our workplace. We strive to create an environment that is inclusive and accessible for all. As neurodiversity is broad and unique to candidates, we are rethinking the selection process and removing barriers to allow candidates to fully showcase their true abilities and potential.

        Reasonable adjustments we can consider:

        • Questions in advance of the interview
          
        • specific and concrete questions rather than hypothetical questions
          
        • Adjustments to the physical working environment e.g., tests and interviews to take place in a venue with low sensory stimulus
          
        • Accepting video/recorded CVs where requested
          
        • Recording videos that describe the role and responsibilities - use of visual aids/process maps for hierarchies and processes.
          
        • Extra time for tests/assessments
          
        • Mentors and/or buddies during induction
          Further advice

          If you need further advice or assistance to apply for the role, please contact Human Resources by email at: recruitment@karbonhomes.co.uk