Join to apply for the Customer Liaison Manager role at Cardo (Wales & West)
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Join to apply for the Customer Liaison Manager role at Cardo (Wales & West)
Who We Are
Cardo Group is a social housing property maintenance company.
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 national expansion, we are committed to making a lasting impact in the industry.
We are currently recruiting for a Customer Liaison Manager to join our team in Hemel Hempstead.
You will lead and manage customer engagement activities across social housing projects, ensuring effective communication between residents, contractors, and the housing provider.
The role is pivotal in maintaining high levels of customer satisfaction during planned works, repairs, maintenance, and improvement programmes, ensuring residents’ needs are understood, respected, and addressed.
Accountabilities/Responsibilities
* Act as the main point of contact between residents and the organisation during housing improvement and maintenance works.
* Develop and deliver clear, timely communications about planned works and services.
* Proactively manage residents’ expectations and resolve complaints or concerns swiftly and professionally.
* Ensure that vulnerable residents receive tailored support and communication.
* Work closely with project teams, contractors, and internal departments to ensure works are delivered with minimal disruption to residents.
* Attend site meetings and provide updates on resident issues or concerns.
* Monitor contractor performance from the resident perspective and provide feedback to ensure continuous improvement.
* Collect and analyse resident feedback to inform service improvements.
* Produce regular reports on customer satisfaction, complaint resolution, and engagement activity.
* Contribute to policy reviews and initiatives to enhance resident experience.
* Manage and support a team of Resident Liaison Officers (if applicable), providing training and development as needed.
* Promote a culture of excellent customer service and accountability.
Key Skills & Experience
* Proven experience in a customer-focused role within the social housing sector or construction environment.
* Strong communication and interpersonal skills.
* Ability to manage difficult conversations and resolve complaints effectively.
* Knowledge of safeguarding and supporting vulnerable residents.
* Organised and able to manage multiple priorities and deadlines.
* IT literate with experience in CRM systems and Microsoft Office.
Why Join Cardo Group?
At Cardo Group, we are growing, evolving, and building a stable foundation for long-term success. When you join us, you become part of a forward-thinking company that values innovation, integrity, and inclusivity.
We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We recognise that diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.
Equity – We ensure fair opportunities for growth and success, removing barriers that may stand in the way.
Diversity – We embrace different backgrounds, experiences, and viewpoints, knowing that diversity fuels creativity and progress.
Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging.
At Cardo Group, EDI is more than a policy, it’s part of who we are. 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.
Company: Cardo Group
Job Type: Permanent
Job Location: Hemel Hempstead
Position: Customer Liasion Manager
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Sales and Business Development
* Industries
Construction
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