At a Glance
- Tasks: Lead the redesign of services to enhance customer experience and operational efficiency.
- Company: Join Karbon, a forward-thinking organisation committed to transforming service delivery.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and funding for your professional development.
- Other info: Agile working environment with opportunities for career growth and inclusivity.
- Why this job: Make a real impact by championing customer-centric design in a dynamic transformation team.
- Qualifications: Experience in service design and a passion for improving customer journeys.
Come and make a difference at Karbon. We're looking for a passionate and skilled individual to lead the redesign and transformation of services at Karbon. This is a fantastic opportunity to be part of a team that is transforming the way Karbon delivers its services and you'll play a key role in helping us move from Good to Great.
About The Role
This newly created role is part of our growing transformation programme. It is an exciting opportunity to lead end‑to‑end service redesign across a diverse range of services, ensuring that every change we make is driven by customer needs, delivers operational efficiency, and is value for money. Working across Karbon, you will bring together colleagues, customers and stakeholders to understand current experiences, identify opportunities for improvement, and design future‑state services that are simpler, more effective and deliver better outcomes. The redesign will cover all aspects of people, process and technology. At the heart of this role is a commitment to putting customers first. You will champion customer‑centric design, ensuring that customer insight, feedback and data inform every stage of service design and transformation.
About You
You are a strategic thinker with a passion for creating services that work better for customers and colleagues. You understand that great services are built by balancing customer needs, operational priorities and technological capabilities. You have proven experience in adopting and delivering service design techniques with a track record of delivering end‑to‑end service redesign within complex organisations. You have a strong knowledge of customer‑centred design methodologies, service blueprinting, customer journey mapping and process improvement techniques. You understand customer needs and can turn feedback and insight into practical improvements, helping to shape better services and journeys. You are a strong communicator and team player, able to build relationships with colleagues and stakeholders while also managing your own workload effectively. Above all, you’re motivated to make a difference, bringing a collaborative, innovative, and customer‑focused approach to everything you do.
Working With Us
You’ll be part of our Transformation Team, led by Luke Mitchell, Head of Programme Management and Change. If you’d like to know more about the role, feel free to reach out to Luke at Luke.Mitchell@karbonhomes.co.uk or 07841 431719.
Key Details
- Service Design Lead – fixed term role until 31 August 2028
- Salary: £55,385 per annum plus a Karbon car payment of £2,405 per annum
- Location: Gosforth or Stanley
- Regular travel required to Karbon offices
- 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. This role is covered by the Rehabilitation of Offenders Act 1974 (ROA). Successful candidates may 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
Key Dates
- Closing date for applications: Sunday 26 July 2026
- Interview date: Thursday 27 & Friday 28 August 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 at recruitment@karbonhomes.co.uk.
A Note for Recruitment Agencies
We’re lucky to have a great Preferred Supplier List (PSL) in place, so we’re not looking for additional agency support right now. Thanks for understanding—we’ve got this covered!
Service Design Lead in Newcastle upon Tyne employer: Karbon Homes
Karbon Homes is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. With competitive benefits such as 26 days of annual leave and a health cash plan, team leaders in Stanley can thrive in a role that not only values their contributions but also fosters a sense of community and purpose in enhancing local environments.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Karbon Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Karbon Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Design Lead in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Karbon Homes:Your cover letter is your chance to shine! Tell us why you want to work at Karbon Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Karbon Homes!
How to prepare for a job interview at Karbon Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
