Senior Customer Liaison Officer at Cardo (Wales & West) in Hemel Hempstead, England, United Kingdom | Kablio

Role

Description

kpi monitoring

engagement plans

resident support

team leadership

escalation management

record keeping

Oversee the day-to-day performance of the resident liaison service, monitoring KPIs and ensuring compliance with customer care standards.
Develop and implement resident engagement plans to ensure clear communication before, during, and after works.
Ensure that all residents, including vulnerable tenants, receive tailored support and are fully informed of works schedules and impacts.
Conduct resident meetings, drop-in sessions, and home visits where required.
Monitor and report on resident satisfaction levels, identifying areas for improvement.
Lead and manage a team of Resident Liaison Officers (RLOs), providing guidance, support, and supervision.
Act as the senior point of escalation for resident issues, complaints, or disputes, ensuring timely resolution.
Maintain accurate records of resident communications, property access, decants, and complaints.
Coordinate with contractors, project managers, housing officers, and external partners to resolve issues quickly and effectively.

Requirements

team leadership

communication

crm

customer care

problem solving

safeguarding

Experience supervising or leading a team.
Excellent communication and interpersonal skills, with the ability to deal with challenging situations calmly and professionally.
Ability to build trust and maintain positive relationships with residents, contractors, and colleagues.
IT literate with experience using CRM or housing management systems.
Strong background in resident liaison/customer care within housing, construction, or regeneration.
Strong organisational and problem-solving skills.
Understanding of safeguarding, equality, and diversity in housing.

Benefits

Private Medical Insurance
Retail & Lifestyle Discount Platform
Recognition initiatives and awards
Life Assurance cover
Excellent development and progression opportunities
25 days holiday, plus bank holidays
Enhanced Family Leave Provisions
Occupational Sick Pay
Wellbeing Resources and Counselling services
Range of Salary Sacrifice Schemes [holiday purchase, EV schemes, AVC Pension contributions]

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

all roles are subject to background, identity & security checks before commencement of employment.

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.

Culture + Values

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.

Environment + Sustainability

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.

Inclusion & Diversity

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.

Articles

About us

Facilities management

Meet the team

Acquisition news

Role

Description

kpi monitoring

engagement plans

resident support

team leadership

escalation management

record keeping

Oversee the day-to-day performance of the resident liaison service, monitoring KPIs and ensuring compliance with customer care standards.
Develop and implement resident engagement plans to ensure clear communication before, during, and after works.
Ensure that all residents, including vulnerable tenants, receive tailored support and are fully informed of works schedules and impacts.
Conduct resident meetings, drop-in sessions, and home visits where required.
Monitor and report on resident satisfaction levels, identifying areas for improvement.
Lead and manage a team of Resident Liaison Officers (RLOs), providing guidance, support, and supervision.
Act as the senior point of escalation for resident issues, complaints, or disputes, ensuring timely resolution.
Maintain accurate records of resident communications, property access, decants, and complaints.
Coordinate with contractors, project managers, housing officers, and external partners to resolve issues quickly and effectively.

Requirements

team leadership

communication

crm

customer care

problem solving

safeguarding

Experience supervising or leading a team.
Excellent communication and interpersonal skills, with the ability to deal with challenging situations calmly and professionally.
Ability to build trust and maintain positive relationships with residents, contractors, and colleagues.
IT literate with experience using CRM or housing management systems.
Strong background in resident liaison/customer care within housing, construction, or regeneration.
Strong organisational and problem-solving skills.
Understanding of safeguarding, equality, and diversity in housing.

Benefits

Private Medical Insurance
Retail & Lifestyle Discount Platform
Recognition initiatives and awards
Life Assurance cover
Excellent development and progression opportunities
25 days holiday, plus bank holidays
Enhanced Family Leave Provisions
Occupational Sick Pay
Wellbeing Resources and Counselling services
Range of Salary Sacrifice Schemes [holiday purchase, EV schemes, AVC Pension contributions]

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

all roles are subject to background, identity & security checks before commencement of employment.

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.

Culture + Values

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.

Environment + Sustainability

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.

Inclusion & Diversity

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.

Articles

About us

Facilities management

Meet the team

Acquisition news