Who We Are:
Cardo Group is a social housing property maintenance company. Our multi-company group specializes in maintenance, compliance, and retrofit services with a growing national footprint. With ambitious plans for further expansion, we are committed to making a lasting impact in the industry.
We are currently looking for a Customer Service Manager to manage our Customer Service team in Kingston.
Main duties involve:
1. Overall responsibility of the contact centre.
2. Ensuring that the Call centre IT suite and product is fully operational and functioning to provide the service to our customers.
3. Providing training and mentoring to new and existing staff, working with other departments to ensure a full end-to-end process is delivered effectively and calls are correctly diagnosed and scheduled.
4. Managing Call Centre mailboxes, ensuring they are kept clear and actions are taken appropriately.
5. Supporting Customer Solutions Advisors with escalations and repair enquiries.
6. Direct line management of the Customer Solutions team.
7. Conducting monthly team meetings and one-to-ones.
8. Creating weekly rotas and ensuring shift coverage.
9. Escalating required calls.
10. Performing monthly call audits and scoring for team members.
11. Monitoring KPI statistics and reporting on them.
12. Preparing monthly and weekly reports for internal and client meetings.
13. Managing the live monitor.
14. Reviewing productivity and processes continuously.
15. Identifying service improvement opportunities.
16. Monitoring trends regularly.
17. Managing relationships between the Customer Experience (CEX) and operational teams.
18. Conducting monthly lessons learned reviews.
19. Attending resident meetings and boards as required.
20. Collaborating closely with resident teams based on each client contract.
21. Participating in monthly client meetings.
22. Ensuring the team is updated on any changes via verbal communication and backup email.
23. Maintaining professional relations with client teams.
24. Understanding the contractual and commercial aspects of the business, including budgets, coding, and job allocations.
25. Participating in new bid interviews if required.
26. Being part of the mobilisation team for new contracts.
Skills & Experience:
* Previous experience in a managerial role.
* Social housing background - desirable.
Why Join Cardo Group?
At Cardo Group, we are continuously growing, evolving, and building a stable foundation for long-term success. Joining us means becoming part of a forward-thinking company that values innovation, integrity, and inclusivity.
We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We believe that diverse perspectives strengthen our business, drive innovation, and enhance our service to communities.
* Equity – We ensure fair opportunities for growth and success, removing barriers.
* Diversity – We embrace different backgrounds, experiences, and viewpoints.
* Inclusion – We foster a culture where every team member has a voice and a sense of belonging.
At Cardo Group, EDI (Equality, Diversity, and Inclusion) is integral to our identity. We actively promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive.
Join us and be part of a company that values you—exactly as you are.
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