Customer Experience Manager
Cardo (Wales & West)
Lead delivery and continuous improvement of customer service for housing residents.
19 days ago ago
Expert & Leadership (13+ years), Junior (1-3 years), Intermediate (4-7 years), Experienced (8-12 years)
Full Time
Hemel Hempstead, England, United Kingdom
Office Full-Time
Company Size
950 Employees
Service Specialisms
Building maintenance
Retrofit services
Responsive maintenance
Planned maintenance
Void property refurbishment
Compliance and testing
Energy efficiency
Customer service and engagement
Sector Specialisms
Social Housing
Local Authorities
Education
Healthcare
Retail
Commercial
Public Sector Buildings
Building Maintenance
Role
What you would be doing
workload planning
technical support
client relationship
escalation management
talent development
safety management
- Planning, allocating and evaluating team and individual workload to resources
- Ensuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo’s Core Values
- Providing support and advice on procedural and technical matters
- To develop, manage and delight internal and external customer relationships with new and existing customers.
- Managing correspondence from clients and customers in a timely professional manner
- Being the ‘back stop’ point of contact for escalated queries from clients and customers
- Creating and delivering on learning opportunities for your people through effective talent management and career and succession planning.
- Sharing best practice information through all people within your Account parameters
- Developing and enhancing lines of communication in accordance with client and customer needs
- Promoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness
- Promoting and encouraging information and knowledge sharing between team members
- Putting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.
- Proactively promoting engagement between your staff and the community
- Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
- Ensuring contract delivery is, at a minimum, in accordance with Group and client requirements
What you bring
communication
negotiation
conflict resolution
customer‑centric
leadership
team management
- Excellent communication, negotiation, and conflict resolution skills.
- Customer-Centric Mindset
- Effective One to Ones and PDPs
- Proven experience managing customer service or resident engagement in social housing, local authority, or a similar sector.
- Strong leadership and team management skills.
- Providing a working environment where people feel valued and listened to understanding your teams requirements to succeed
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Interview process
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Security clearanceInformation not given or found
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Company
Overview
£170M Turnover
Annual Revenue
Achieved through strategic growth and acquisitions, reflecting strong market presence and operational efficiency.
Four Acquisitions
Recent Expansion
Completed within a year, enhancing services and reinforcing leadership in building maintenance.
- Founded from trade‑apprenticeship roots, the company grew into a trusted national contractor focused on community‑centric service delivery.
- Operates across England and South Wales, blending local knowledge with national reach through regional offices.
- Delivers planned and reactive repairs, voids management, refurbishment and retrofit services under accredited standards like ISO 9001 and PAS 2030.
- Typical projects include social housing upgrades, public building refurbishments, specialist decorating and retrofit schemes.
- Stands out by partnering with schools and councils to offer hands‑on industry insight and promote careers in construction.
- Working as one team; we are all responsible for each other, supporting and working to exceed customer expectations as the norm.
- Challenging anything which doesn’t seem right, and never “walking past”; encouraging and empowering staff to speak up, and living by the commitment to be honest and do the right thing whenever possible.
- Providing a high‑quality value for money service which delights clients.
- Respecting the homes of residents, colleagues, and clients; working hard to build an inclusive, diverse, and welcoming company that represents the communities in which it operates.
2050 Target
Net Carbon-Zero Housing
Aiming to achieve net carbon-zero housing stock by 2050 through comprehensive retrofit services.
75% Reduction
Emissions in Public Buildings
Supporting a 75% reduction in emissions from public buildings by 2037 as part of the Decarbonisation Framework.
- Offer a fully integrated zero carbon retrofit service including asset condition surveys, planning, insulation, airtightness, renewable heating systems and performance certification.
- Acquired SERS Energy Solutions to strengthen retrofit offerings and support large-scale energy efficiency upgrades across England, Wales and Scotland.
- We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed.
- 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.
- Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging.
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