Customer Resolution Advisor - Social Housing - FTC

Full-time Permanent Associate

Posted 16 Oct 2026

Who Are We:

Cardo Group is a trusted provider of building maintenance, refurbishment, and retrofit services for social housing and public sector buildings across the UK. With nationwide coverage and skilled local teams, we deliver a reliable end-to-end service that ensures homes and public spaces are safe, sustainable, and well-maintained.

We specialise in responsive repairs and voids, planned maintenance, energy-efficiency upgrades, compliance works, and major improvement programmes. Our approach combines quality workmanship, strong resident communication, and efficient project delivery to achieve the best outcomes for customers and communities.

Driven by ambitious growth plans, we continue to expand our capabilities and adapt to the evolving needs of our clients. Our reputation is built on consistent service delivery, trusted partnerships, and a commitment to doing things the right way. As we grow, so do the opportunities – for our people, our clients, and the communities we support.

Cardo Group is becoming one of the UK’s most forward-thinking maintenance and retrofit providers. Do you want to be part of something great?

We are currently recruiting for a Customer Resolution Advisor to join our team in Borehamwood on a 6 Month FTC.

Role Overview:

The Customer Resolution Advisor is responsible for managing and resolving complaints and any expressions of dissatisfaction in accordance with the Housing Ombudsman Complaint Handling Code and complaints process, ensuring a fair, accessible, and resident-focused approach at all stages of the complaints process.

The key areas of this role will cover but are not limited to:

• In-depth and evidence-based reviews of complaints.
• Respond within relevant Client and Ombudsman timescales and follow the Complaint Handling Code and complaints process.
• Provide clear, empathetic, and resolution focused responses.
• Use complaint insights to drive service improvements, conduct root cause analysis and reduce repeat issues.
• Work with relevant operational stakeholders to ensure learnings from complaints are shared and embedded.

Responsibilities:

• Manage complaints in line with the Housing Ombudsman’s Complaint Handling Code and client complaint policy.
• Ensure complaints are acknowledged and responded to within prescribed timescales (e.g., Stage 1 and Stage
  2) including MP/Councillor enquiries and service requests.
• Ensure all complaints and enquiries are documented and evidence is collated and logged within the system.
• Clearly define the complaint and agreed outcomes with the client and the resident (where required) at the outset.
• Conduct thorough, impartial investigations, gathering evidence from operatives, supervisors, subcontractors, client representatives and any other relevant stakeholders.
• Provide clear, resolution focused and thorough written responses that address all points raised, confirm findings, offer remedies where appropriate (apology, corrective action, compensation where applicable)
• Proactively seek early resolution where possible
• Maintain accurate and complete records of all complaint activity, ensuring that complaints are logged within CRM and updated.
• Ensure adherence to two-stage complaint procedures and escalation protocols.
• Identify and escalate high-risk complaints (e.g., health & safety, safeguarding, disrepair, MP enquiries).
• Support compliance reporting to clients and senior management.
• Assist with preparation for Ombudsman investigations where requested by the client.
• Ensure learning from complaints is documented and shared across operational teams.
• Demonstrate empathy, fairness, and respect in all resident interactions.
• Make reasonable…