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New Executive Director of Customer Services

New Executive Director of Customer Services

We’re pleased to announce the appointment of Ian Johnson as our new Executive Director of Customer Services.  Ian is currently the Director of Pre-Tenancy and Property Services at Karbon and will be replacing Jo Ray who will be retiring following five successful years in the role. 

Ian has a wealth of experience following a career in housing spanning 25 years. His CV includes senior positions at Blyth Valley Housing, Homes for Northumberland and he was the CEO of Tyne Housing before joining Karbon. Ian also holds various non-executive roles as Chair of Prosper and Chair of the North-East Property Directors Forum, as well as being a member of the CIH Policy Advisory Committee. 

Speaking about his appointment, Ian said: “I’m really looking forward to this new challenge within Karbon and using my experience to continue the positive work Jo has already achieved. I hope to play a key role in helping deliver our mission of providing customers with a strong foundation for life.”  

Paul Fiddaman, our Chief Executive said: “Following a competitive recruitment process, I’m delighted that Ian will be stepping up into this important position within Karbon. Ian has already made a significant contribution to Karbon and brings a wealth of experience and knowledge to the role, together with passion and drive. One of our strategic aims is to deliver an excellent customer experience and I look forward to working with him to build on the strong foundations already laid in this area. 

“I’d also like to take this opportunity to thank Jo for the fantastic contribution she has made during her time with us. Jo joined us not long after Karbon was formed and has been instrumental in shaping our strategic approach to customer experience and in us achieving our customer Net Promoter Score (NPS) of +55, along with our recent ServiceMark Accreditation from the Institute of Customer Service. I wish her well for the future.”  

Ian moved into his new role on 1 May 2022. 

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4 April 2022

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