Head of Customer Experience
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Position Overview & Specifications
Come and make a difference at Karbon as a Head of Customer Experience
We are looking to appoint a suitably qualified and experienced individual for the role of Head of Customer Experience, to lead the Customer Experience team. This team champions the Karbon Customer Experience, leading on cross-organizational, customer focused projects and providing internal and external customers with services to help realize our customer strategy.
About the role
This role is responsible for leading the development, engagement and delivery of the Customer Experience strategic plan, to achieve our customer goals and KPIs. Here you’ll lead the Customer Experience Team deliver cross-team projects and service provision, as well as lead on strategic projects. You’ll lead and influence the whole organisation in delivering our ambition to deliver an excellent customer experience.
About you
You’ll already be a Head of Customer Experience or equivalent, where you work across a whole organisation, within a business to consumer service organisation. Your successes will be notable in leveraging customer satisfaction performance through all colleagues, delivering an exceptional complaint service and digital customer experience. You’ll already oversee a broad programme of cross-team projects, lead your own projects and manage a team to deliver day to day services.
As a credible expert your experience in customer experience best practice, such as customer segmentation, journey mapping and customer culture, will only be surpassed by your exceptional interpersonal, collaboration and influencing leadership skills.
About our team
The successful candidate will work in our Customer Services and Operations team led by the Assistant Director of Customer Services and Operations.
Key Information
It’s important to us that everyone feels fairly rewarded for the work they do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.
- Head of Customer Experience – permanent role
- Salary is £56,075 per annum
- Location: Gosforth, Stanley or Newburn with homeworking
- Regular travel will be required
- 37 Hours per week with some homeworking / flexible working available
Enjoy great benefits
We provide a generous benefits package including 26 days annual leave on commencement rising to 31 days after 3 years’ service, birthday leave, occupational pension and a health cash plan, with the option of a flexible pot towards enhanced benefits.
We also provide our colleagues with the opportunity to apply for qualification funding on a range of courses, conferences, and other learning events.
If this sounds like the role for you then please apply through the Karbon Homes website – https://www.karbonhomes.co.uk/careers/
Important dates
Closing date for applications
28 February 2023
We reserve the right to close this advertisement early if we receive a high volume of suitable applications. Please apply early to ensure you are considered for the post.
Interview date
15 March 2023
We are committed to equality and diversity and are an inclusive employer. We welcome applications from people of all ages, disability/non-disability, ethnicities, genders, religions, sexualities, transgender status, and cultural backgrounds. Any candidate with a disability who meets the essential criteria for the post will be guaranteed an interview.
Job Types: Full-time, Permanent
Salary: £56,075.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- Gym membership
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Flexitime
Work Location: Hybrid remote in Newcastle upon Tyne
Application deadline: 28/02/2023
Reference ID: RQ00001021
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Grantmaking & Charitable Foundations
Based on transatlantic hiring benchmarks for Head of Customer Experience roles across Karbon Homes's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Grantmaking & Charitable Foundations.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £56,075 - £56,075 bracket, including retirement vesting and health parity.
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