Customer Experience Manager

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 Experience Manager to join our team in Hemel Hempstead.

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.

To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.

• Develop, manage and delight 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 as necessary 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, whilst demonstrating an inherent commercial awareness.
• Ensure every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo’s Core Values.
• Provide support and advice on procedural and technical matters.
• Plan, allocate and evaluate team and individual workload to resources.
• Put safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learned without fear of recrimination.
• Provide a working environment where people feel valued and listened to, understanding your team’s requirements to succeed.
• Proactively promote engagement between your staff and the community.
• Conduct effective 1:1s and PDPs.
• Create and deliver learning opportunities through effective talent management and career and succession planning.
• Promote and encourage information and knowledge sharing between team members.
• Give your people the tools they need and allow them to make decisions aligned with their responsibilities.
• Share best practice information through all people within your Account parameters.
• Demonstrate to your teams that you are their example of how the Cardo core values should be lived.

• 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.

• Excellent development and progression opportunities.
• 25 days holiday, plus bank holidays.
• Range of Salary Sacrifice…