Customer Experience Manager

Cardo (Wales & West); Hemel Hempstead; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading maintenance provider in Hemel Hempstead seeks a Customer Experience Manager to enhance customer service across housing services. This role involves developing relationships, managing customer feedback, and ensuring compliance with regulatory standards. Strong leadership and communication skills are essential along with experience in customer service or resident engagement in the social housing sector. The role provides excellent development opportunities and includes benefits such as 25 days holiday, wellbeing resources, and recognition initiatives.

Benefits

25 days holiday plus bank holidays

Wellbeing Resources and Counselling services

Range of Salary Sacrifice Schemes

Enhanced Family Leave Provisions

Recognition initiatives and awards

Qualifications

• Proven experience managing customer service or resident engagement in social housing, local authority, or a similar sector.

Responsibilities

• Lead the delivery and continuous improvement of customer service.
• Manage correspondence from clients and customers professionally.
• Proactively monitor client satisfaction and address issues.
• Develop and manage customer relationships with clients.

Skills

Customer-Centric Mindset

Strong leadership and team management skills

Excellent communication, negotiation, and conflict resolution skills

Data Analysis & Insights

Team Leadership & Collaboration

Job description

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.

Role Overview

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.

Responsibilities

• 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.

You Will Need

• 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.

We Will Provide

• Excellent development and progression opportunities.
• 25 days holiday, plus bank holidays.
• Range of Salary Sacrifice Schemes (holiday purchase, EV schemes, AVC Pension contributions).
• Wellbeing Resources and Counselling services.
• Retail & Lifestyle Discount Platform.
• Enhanced Family Leave Provisions.
• Recognition initiatives and awards.

Please note all our roles are subject to Background, Identity & Security checks before commencement of employment.

Why Join Cardo Group?

We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

Our commitment to Equity, Diversity, and Inclusion is rooted in our core values:

• Teamwork – We collaborate, support one another, and achieve more together.
• Integrity – We act with honesty, fairness, and transparency in everything we do.
• Excellence – We set high standards and deliver quality for our people and our customers.
• Respect – We value every individual and create a space where all voices are heard.

We ensure fair opportunities, embrace diverse backgrounds and experiences, and foster a culture where everyone truly belongs. Join us on our ambitious, exciting, and inclusive journey.

Company: Cardo Group

Job Type: Permanent

Job Location: Hemel Hempstead

Position: Customer Experience Manager