At a Glance
- Tasks: Lead and inspire the Customer Experience team to deliver exceptional services.
- Company: Join Karbon Homes, a forward-thinking organisation committed to excellence.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and funding for your professional growth.
- Other info: Inclusive workplace welcoming diverse backgrounds and unique strengths.
- Why this job: Shape customer experiences and drive meaningful change in a dynamic environment.
- Qualifications: Proven leadership experience and expertise in customer satisfaction frameworks.
The predicted salary is between 43200 - 72000 £ per year.
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
- 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
- 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
- 37 hours 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 pose a risk in, the role. The role is covered by the Rehabilitation of Offenders Act 1974 (ROA). Successful candidates will be asked to submit a basic disclosure and barring check application during pre‑employment checks.
Why Join Us?
- 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 via our website: https://www.karbonhomes.co.uk/careers/. We love seeing the real you in your application. It is fine to use AI tools for polishing, but your CV and supporting statement should still reflect your own skills, experience and personality – 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
- Interview date: Week commencing 26 January 2026 in Leeds
Christmas Closure Dates
We will 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 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
Head of Customer Experience employer: Karbon Homes
Karbon Homes is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary alongside a comprehensive benefits package, including generous annual leave and support for continuous learning. Located in the vibrant cities of Leeds and York, our inclusive work culture fosters collaboration and innovation, empowering you to lead transformative customer experience initiatives while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Experience role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company thoroughly. Understand their values, mission, and recent projects. This will help you tailor your responses and show that you're genuinely interested in shaping their customer experience.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you've led teams through change or improved customer satisfaction. These anecdotes will showcase your expertise and make you stand out during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing the real you, so make sure your personality shines through in your CV and supporting statement.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Show Your Personality:We want to see the real you in your application! Make sure your CV and supporting statement reflect your unique skills, experience, and personality. Don’t be afraid to let your character shine through!
Tailor Your Application:Take a moment to tailor your application to the Head of Customer Experience role. Highlight your relevant experience in customer satisfaction frameworks and cultural change, as this will show us you’re the right fit for the job.
Be Clear and Concise:When writing your application, keep it clear and concise. We appreciate straightforward communication, so make sure your points are easy to understand and get straight to the heart of your achievements.
Apply Through Our Website:Don’t forget to apply via our website! It’s the best way to ensure your application gets to us directly. Plus, it’s super easy to navigate, so you can focus on showcasing your talents.
How to prepare for a job interview at Karbon Homes
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience. Be ready to discuss how you've successfully implemented customer satisfaction frameworks in the past, as this role is all about leading change and improving services.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've motivated teams to deliver outstanding results. Think about specific situations where you’ve driven cultural change or improved team performance, as this will resonate well with the interviewers.
✨Be Data-Driven
Since the role involves driving actionable insights from customer feedback, come prepared with examples of how you've used data to enhance customer experiences. Discuss any tools or techniques you've employed to gather and analyse customer insights effectively.
✨Emphasise Collaboration
This position requires working closely with various teams, so be ready to talk about your experience collaborating across departments. Share instances where your teamwork led to successful outcomes, especially in a multi-channel service environment.
