Customer Feedback Manager in Newcastle upon Tyne

Come and make a meaningful difference at Karbon. At Karbon Homes, customer feedback matters. Complaints, compliments and suggestions aren’t just transactions for us - they’re a vital source of learning, trust and improvement.

We’re now looking for a Customer Feedback Manager to lead our established Customer Feedback team through its next phase of development: strengthening confidence, embedding a supportive culture and continuing to build a high quality, trusted service for customers and colleagues alike.

About the role

This is a senior leadership role within our Customer Experience directorate, responsible for leading the team that delivers Karbon's complaints, compliments and suggestions service. The team has recently been through a period of change and challenge. The service is currently stabilising and moving in the right direction. This role is about continuing that journey - providing the team with consistent, compassionate leadership and creating the conditions for people to do their best work.

You’ll focus on:

• Creating a supportive environment where people feel trusted, listened to and valued
• Continuing development of the team into confident, skilled professionals who are recognised as experts in complaint handling
• Ensuring the service meets regulatory requirements and performance standards in a way that is sustainable and fair
• Using customer insight and feedback to drive meaningful service improvement within the team and across Karbon
• Developing lasting and mutually beneficial relationships with operational teams across the business that support resolution of customer issues and continuous learning and improvement

You won’t be expected to 'fix everything overnight'. Instead, you’ll be trusted to lead with judgment, empathy and clarity, building capability and confidence over time.

What you’ll be doing

• Leading and supporting the Customer Feedback Team through clear, inclusive and values‑led management
• Providing oversight of complex or sensitive complaints, ensuring fairness, learning and quality outcomes
• Embedding effective ways of working that balance performance, wellbeing and customer experience
• Working closely with colleagues across the business to share insight and support service improvement
• Maintaining strong, constructive relationships with key internal stakeholders across Karbon, as well as external bodies including the Housing Ombudsman Service
• Using data and customer feedback to inform decisions, learning and continuous improvement

About you

You’ll be an experienced people leader who understands that how services are delivered matters just as much as outcomes. You’re likely to bring:

• Experience leading a complaints or customer resolution service in a regulated environment
• A leadership style that is calm, supportive and consistent, particularly in pressured or complex situations
• Strong coaching skills, with the ability to build confidence and capability within a team
• Sound judgement and emotional intelligence when handling sensitive issues
• A commitment to fairness, learning and doing the right thing for customers and colleagues
• Experience with housing is helpful, but not essential - we’re equally interested in transferrable leadership experience and a values aligned approach.

Working with us

You’ll report to our Head of Customer Experience and be part of a collaborative Customer Experience leadership team, with strong links to service improvement and operational colleagues across Karbon. You’ll be supported to lead in a way that reflects our values, and encouraged to shape how customer feedback influences positive change.

Key details

• Customer Feedback Manager - permanent role
• Salary is £46,125 per annum
• Location: Gosforth, Newburn or Stanley. Main location can be confirmed with successful candidate
• 37 Hours per week
• Travel to our main offices will be required (Gosforth, Newburn, Stanley). It will be necessary for the role holder to work across our three main offices as needed each week. In office days are likely to be two per week - with some homeworking / flexible working available, to be agreed with the successful candidate against team needs.

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

If this sounds like the role for you, apply now via our website. 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: Thursday 5 February 2026
• Interview dates: Thursday 26 and Friday 27 February 2026; Thursday 5 and Friday 6 March 2026

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. Need a reasonable adjustment to apply? Contact us.