Customer Experience Manager

Cardo Group; Hemel Hempstead; On-site; GBP 35,000 - 50,000; Full time

Job summary

Cardo Group is seeking a Customer Experience Manager to oversee all customer interactions, ensuring exceptional service delivery. The role involves developing client relationships, managing customer satisfaction, and leading a team to embody the company's core values of integrity and inclusivity. Join a forward-thinking company committed to growth and diversity.

Qualifications

• Experience in customer service management and relationship building.
• Strong analytical skills for data-driven decision making.
• Proven ability to lead teams and foster collaboration.

Responsibilities

• Manage all customer experience touch points to deliver exceptional service.
• Develop and enhance relationships with new and existing customers.
• Proactively monitor client satisfaction and address issues.

Skills

Customer-Centric Mindset

Strong Communication Skills

Data Analysis & Insights

Conflict Resolution & Problem Solving

Team Leadership & Collaboration

Job description

Who We Are:

Cardo Group is a social housing property maintenance company. Our multi-company group specializes in maintenance, compliance, and retrofit services with a growing national footprint. With ambitious plans for further expansion, we are committed to making a lasting industry impact.

Position: Customer Experience Manager

Location: Hemel Hempstead

Overall Purpose of Role

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

Responsibilities/Accountabilities:

1. Develop, manage, and enhance internal and external customer relationships with new and existing customers.
2. Ensure contract delivery meets or exceeds Group and client requirements.
3. Manage correspondence from clients and customers promptly and professionally.
4. Serve as the point of contact for escalated queries from clients and customers.
5. Proactively monitor client satisfaction and address issues to prevent dissatisfaction.
6. Develop and improve communication channels based on client and customer needs.
7. Promote good working relationships with colleagues, clients, customers, and stakeholders, demonstrating commercial awareness.
8. Maximize opportunities to improve customer satisfaction ratings by embodying Cardo's Core Values.
9. Provide support and advice on procedural and technical matters.
10. Plan, allocate, and evaluate team and individual workloads.
11. Prioritize safety and health in decision-making, fostering an environment for open ideas and lessons learned.
12. Create a supportive environment where team members feel valued and heard, understanding their requirements for success.
13. Encourage engagement between staff and the community.
14. Conduct effective One-to-Ones and Personal Development Plans (PDPs).
15. Develop and implement learning opportunities through talent management and succession planning.
16. Promote knowledge sharing within the team.
17. Empower team members with tools and decision-making authority within their responsibilities.
18. Share best practices across the team within account parameters.
19. Model Cardo's core values as a leader.

Skills & Experience:

• Customer-Centric Mindset
• Strong Communication Skills
• Data Analysis & Insights
• Conflict Resolution & Problem Solving
• Team Leadership & Collaboration

#INDHP

Why Join Cardo Group?

At Cardo Group, we are committed to growth, innovation, and building a foundation for long-term success. Joining us means being part of a forward-thinking company that values integrity, inclusivity, and diversity.

We foster an inclusive workplace where everyone feels valued, respected, and empowered. Our commitment to Equity, Diversity, and Inclusion (EDI) is integral to our culture, promoting an environment where all individuals can thrive regardless of race, gender, age, ability, sexual orientation, or background.