Head of Customer Experience

Karbon Homes; Leeds; On-site; GBP 125,000 - 150,000; Full time

Job summary

A community-focused housing organization in Leeds is seeking a Head of Customer Experience for a six-month fixed-term role. You will lead customer experience initiatives, motivate a team, oversee customer service operations, and drive improvements based on feedback. The ideal candidate will possess strong leadership skills and a proven track record in managing customer satisfaction frameworks. This position offers a competitive salary along with a comprehensive benefits package, including 26 days of annual leave and opportunities for professional development.

Benefits

26 days annual leave

Birthday leave

Occupational pension

Health cash plan

Flexible benefits pot

Qualifications

• Strong track record of achievement at management level.
• Experience in delivering customer satisfaction frameworks.
• Expertise in service design and actionable insights.

Responsibilities

• Provide organisational leadership on customer experience.
• Lead Customer Experience team to deliver outstanding services.
• Oversee multi-channel customer service operations.

Skills

Leadership

Customer experience techniques

Communication skills

Influencing skills

Cultural change

Job description

Come and make a difference at 54 North Homes as our Head of Customer Experience

We are looking for an experienced and inspiring leader to join our team as Head of Customer Experience on an interim basis. This is a fantastic opportunity to lead teams through a period of change and shape and deliver our Operational Plan, ensuring every interaction reflects our values and commitment to excellence.

About The Role

At 54 North Homes, we believe in providing high-quality, affordable homes and supporting our customers to live well in their communities. In this role, you will:

• Provide organisational leadership on customer experience, acting as the expert and champion for best practice.
• Lead and motivate the Customer Experience team to deliver outstanding services and projects.
• Oversee multi-channel customer service operations, ensuring a "right first time" approach.
• Drive actionable insights from customer feedback to improve services and embed a customer-first culture.
• Lead delivery of complaints, compliments and suggestions services, ensuring compliance and learning from feedback.
• Develop and deliver customer involvement activities, giving customers a voice in shaping services.
• Act as a positive member of the Leadership team, collaborating across 54 North Homes and the wider Group.

About You

We're seeking a proactive, customer-focused leader with:

• A strong track record of achievement at management level in a comparable organisation.
• Experience in delivering customer satisfaction frameworks and leading cultural change.
• Expertise in customer experience techniques, service design, and actionable insight.
• Excellent leadership, communication, and influencing skills.
• A commitment to diversity, inclusion, and continuous improvement.

Key Details

• Head of Customer Experience - six-month fixed term
• Competitive salary and comprehensive benefits package
• Location: Leeds/York
• 37 hours per week - Monday to Friday 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 are 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 via our website: 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 — 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

Sunday 11 January 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

Week commencing 26 January 2026 in Leeds

Just a quick heads‑up about our Christmas closure dates

We'll be closed from Wednesday 24 December 2025 and back in the office on Friday 2 January 2026. If you get in touch during this time, we'll respond as soon as we're back.

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.

Neurodiversity Support Recruitment

We believe that everyone has unique strengths and skills to contribute to our workplace. We strive to create an environment that is inclusive and accessible for all. As neurodiversity is broad and unique to candidates, we are re‑thinking the selection process and removing barriers to allow candidates to fully showcase their true abilities and potential.

Reasonable adjustments we can consider

• Questions in advance of the interview.
• Specific and concrete questions rather than hypothetical questions.
• Adjustments to the physical working environment e.g., tests and interviews to take place in a venue with low sensory stimulus.
• Accepting video/recorded CVs where requested.
• Recording videos that describe the role and responsibilities — use of visual aids/process maps for hierarchies and processes.
• Extra time for tests/assessments.
• Mentors and/or buddies during induction.
• Further advice – If you need further advice or assistance to apply for the role, please contact Human Resources by email at: [e-mail]