Come and make a difference at Karbon as a Complaint Case Handler We're on the lookout for a confident, compassionate, and experienced Complaint Case Handler to join our brilliant Customer Feedback Team. If you're someone who thrives on solving problems, loves writing clear and professional communications, and enjoys helping people feel heard and supported-this could be the perfect role for you. The Customer Feedback team supports Karbon in delivering an excellent customer service through delivery of Karbon's Complaints, Compliments and Suggestions service. About The Role Our team of Complaint Case Handlers will each be responsible for leading their own case load of stage 1 complaints, from acknowledgement to closure. Cases will be managed against clearly defined quality standards and timescales in compliance with Karbon's Complaints, Compliments and Suggestions policy, and The Housing Ombudsman's Complaint Handling Code. Case handlers will deliver the highest possible standard of service, record keeping and communication, both written and verbal, to our customers throughout their complaint journey. In close collaboration with operational colleagues across Karbon, our case handlers will ensure complaint investigations are completed thoroughly and on time, whilst supporting the business to understand root cause of issues raised. About You Are you a natural problem solver with sound judgement? Are you a strong writer with a talent for crafting clear, professional letters? Are you confident managing a busy caseload while maintaining high standards? We're looking for a skilled, motivated and experienced Complaint Case Handler to join our team at Karbon. In this role, you'll manage Stage 1 complaints from start to finish-working closely with customers and colleagues to resolve issues and deliver outcomes that restore trust and build advocacy. We're looking for someone who stays calm and empathetic when handling challenging situations, with a genuine passion for delivering exceptional customer service. You'll be someone who can confidently turn a negative experience into a positive one, helping to rebuild trust and leave a lasting, positive impression on our customers. You'll have experience of using a CRM to manage cases, along with experience of research, analysis and report writing. Knowledge of the housing sector and an understanding of the Housing Ombudsman's complaint handling code would be an advantage, but what matters most is your ability to listen, respond, and resolve with care and professionalism. Working With Us You'll be part of our Customer Feedback team. If you'd like to know more about the role, please contact Customer Feedback Team Leader, Jade Lee, by email at Jade.Lee@Karbonhomes.co.uk Key Details Complaint Case Handler - Permanent role Salary - £28,675 per annum Location: Hybrid working - Gosforth, Newburn or Stanley, to be agreed with successful candidate Travel to our other offices will be required occasionally 37 Hours per week - home / 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 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 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 Thursday 12 February 2026. We may close the advert early if we receive a high volume of strong applications-so don't wait too long to apply! Interview date To be confirmed.