Overview
Join to apply for the Customer Experience Manager role at Cardo (Wales & West).
The Customer Experience Manager will lead the delivery and continuous improvement of excellent customer service across all housing services. They will ensure that residents’ voices are heard, feedback is acted upon, and services are designed around the needs of tenants and communities. The role focuses on embedding a culture of customer-centric service, ensuring compliance with regulatory standards, and driving improvements through data insight and engagement.
About Cardo Group
Cardo Group is a leading provider of building maintenance and improvement services to social housing providers and public bodies across the UK. With over 1,000 colleagues operating in South Wales, the South West, London, the South East, the Midlands, and Scotland, we continue to expand with ambitious plans for nationwide growth. We deliver a comprehensive range of services tailored to the needs of our clients and their residents, including retrofit and energy efficiency upgrades; responsive repairs, voids, and disrepair (including damp & mould); compliance and statutory servicing; refurbishment and project works; mechanical and electrical (M&E) services; commercial building maintenance; and planned maintenance aligned to the Decent Homes Standard. At the heart of our work is a commitment to delivering high-quality services that improve homes and enhance lives. Cardo Group values diversity, inclusion, and a positive workplace where every individual is respected and empowered to succeed.
We are currently recruiting for a Customer Experience Manager to join our team in Hemel Hempstead.
Responsibilities / Accountabilities
* Develop, manage and nurture internal and external customer relationships with new and existing customers.
* Ensure contract delivery is, at a minimum, in accordance with Group and client requirements.
* Manage correspondence from clients and customers in a timely, professional manner.
* Act as the back-stop point of contact for escalated queries from clients and customers.
* Proactively monitor client satisfaction and address issues to prevent dissatisfaction.
* Develop and enhance lines of communication in accordance with client and customer needs.
* Promote good working relationships with colleagues, clients, customers and other stakeholders, while demonstrating commercial awareness.
* Maximise opportunities to achieve higher customer satisfaction ratings through Cardo’s core values.
* Provide support and advice on procedural and technical matters.
* Plan, allocate and evaluate team and individual workload to resources.
* Prioritise safety and health in decision making, encourage ideas, and foster a culture of learning without fear of recrimination.
* Foster a working environment where people feel valued and listened to.
* Promote engagement between staff and the community.
* Conduct effective One-to-Ones and Personal Development Plans (PDPs).
* Create and deliver learning opportunities through talent management and career/succession planning.
* Promote information and knowledge sharing within the team.
* Empower people with the tools to make decisions aligned with their responsibilities.
* Share best practices across the account parameters and demonstrate Cardo core values through leadership.
Skills & Experience
* Proven experience managing customer service or resident engagement in social housing, local authority, or a similar sector.
* Customer-centric mindset.
* Strong leadership and team management skills.
* Excellent communication, negotiation, and conflict resolution skills.
* Data analysis & insights.
* Team leadership & collaboration.
Why Join Cardo Group?
Cardo Group is growing and evolving, offering a stable foundation for long-term success. We value innovation, integrity, and inclusivity, and are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. We actively promote equity, diversity and inclusion to reflect the communities we serve.
Job Details
* Company: Cardo Group
* Job Type: Permanent
* Job Location: Hemel Hempstead
* Position: Customer Experience Manager
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: Construction
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