At a Glance
- Tasks: Lead a dynamic team to shape customer engagement and drive meaningful change.
- Company: Join Karbon, a forward-thinking organisation dedicated to community empowerment.
- Benefits: Enjoy 26 days annual leave, flexible working, and support for your professional development.
- Other info: Be part of a supportive team that values diverse perspectives and innovation.
- Why this job: Make a real impact by putting customers at the heart of decision-making.
- Qualifications: Proven leadership experience in customer engagement and a passion for inclusivity.
The predicted salary is between 43315 - 43315 £ per year.
Come and make a difference at Karbon as an Engagement Team Manager. We're looking for an experienced and inspiring leader to join us in our Customer and Community Engagement team. This is a fantastic opportunity to play a key role in shaping how we listen to, work with and empower our customers and communities. You'll help deliver modern, inclusive engagement services where customer voice genuinely influences what we do and how we do it, supporting our wider mission to build strong, vibrant communities.
About The Role
This is a role for someone who thrives on leading people, shaping services and driving meaningful change. You'll lead a high‑performing engagement team, creating an environment where people feel supported, motivated and able to do their best work. You'll take ownership of delivering high quality engagement services that are compliant, inclusive and responsive to customer needs, ensuring a diverse range of voices help shape our priorities.
You'll play a key role in delivering the Karbon Foundation strategy and developing our approach to customer and community engagement. That means building strong relationships with colleagues, customers and partners, leading collaborative projects and embedding a culture of co‑creation across the organisation. Alongside day‑to‑day leadership, you'll identify opportunities to improve services, drive innovation and support wider organisational change. You'll also act as a role model for our values, bringing a coaching style of leadership that empowers others and encourages collaboration across teams.
About You
- You'll be an experienced leader with a strong track record in customer or community engagement, ideally within a complex organisation.
- A passion for putting customers at the heart of decision‑making.
- Strong leadership skills, with the ability to coach, motivate and develop others.
- Experience of leading change and improving services in a meaningful way.
- The ability to build and maintain strong relationships with a wide range of stakeholders.
- Confidence in analysing information, managing risks and making sound decisions.
- Experience of shaping customer engagement frameworks ensuring customers are able to influence decisions, access transparent information and hold services to account.
- Experience of designing inclusive engagement approaches that reflect the diverse needs of customers and ensure equitable access to information, including digitally enabled engagement methods.
We're looking for someone who either holds a recognised professional qualification in housing management, customer engagement, or a related field, or brings equivalent experience demonstrating your expertise in this area. You'll also need to hold a full, valid driving licence and have access to a car, as regular travel is required as part of the role.
You’ll be someone who:
- Leads with integrity and builds trust.
- Champions equality, diversity and inclusion in everything you do.
- Is open, collaborative and values different perspectives.
- Encourages innovation and new ideas.
- Stays resilient and focused, even in a fast‑paced environment.
Most importantly, you'll care about making a difference not just delivering services, but creating real impact for customers and communities.
Working With Us
You’ll be part of our Customer and Community Engagement team, led by Victoria Keen, Head of Place Partnerships and Engagement. If you’d like to know more about the role, feel free to reach out to Victoria at Victoria.Keen@karbonhomes.co.uk.
Key Details
- Engagement Team Manager – Permanent role.
- Salary – £43,315 per annum plus a Karbon car payment of £2,405 per annum.
- Location: Gosforth or Stanley.
- Regular travel will be required.
- 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. 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 either a basic or enhanced 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 now via our website: https://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: Monday 06 July 2026.
- Interview date expected to take place week commencing 06 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.
Engagement Team Manager in North East employer: Karbon Homes
At Karbon, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that empowers our employees to make a real difference in the communities we serve. As an Engagement Team Manager, you'll benefit from a generous package including 26 days of annual leave, flexible working options, and opportunities for professional development, all while working in a dynamic environment that values collaboration and innovation. Join us in Gosforth or Stanley, where your leadership will help shape meaningful engagement services that truly reflect the voices of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Engagement Team Manager in North East
✨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 Engagement Team Manager in North East
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.
