Customer Experience Manager

Cardo; Hemel Hempstead; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading building maintenance firm in Hemel Hempstead seeks a Customer Experience Manager to enhance customer service across housing services. The role involves developing relationships, ensuring compliance, and driving improvements through feedback. Ideal candidates have management experience in social housing and strong communication skills, contributing to an inclusive workplace culture. Competitive compensation and career growth opportunities are offered.

Qualifications

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

Responsibilities

• Develop, manage and delight internal and external customer relationships.
• Ensure compliance with Group and client requirements in contract delivery.
• Manage correspondence from clients and customers professionally.
• Monitor client satisfaction and address issues proactively.
• Promote good working relationships with colleagues and stakeholders.

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

About Cardo Group

Cardo Group is a leading provider of building maintenance and improvement services to social housing providers and public bodies across the UK. With over 1,000 colleagues operating in South Wales, the South West, London, the South East, the Midlands, and Scotland, we continue to expand with ambitious plans for nationwide growth.

We deliver a comprehensive range of services tailored to the needs of our clients and their residents, including:

• Retrofit and energy efficiency upgrades
• Responsive repairs, voids, and disrepair (including damp & mould)
• Compliance and statutory servicing
• Refurbishment and project works
• Mechanical and electrical (M&E) services
• Commercial building maintenance
• Planned maintenance aligned to the Decent Homes Standard

At the heart of our work is a commitment to delivering high‑quality services that improve homes and enhance lives.

We are equally dedicated to creating a positive and inclusive workplace. Diversity drives innovation, and inclusion builds stronger teams. At Cardo Group, every individual is valued, respected, and empowered to succeed. We celebrate differences, champion equality, and ensure our workforce reflects the diverse communities we serve.

Together, we are building not only better projects – but a better, fairer future.

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.

Overall Purpose of Role

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

Responsibilities / Accountabilities

• To develop, manage and delight internal and external customer relationships with new and existing customers.
• Ensuring contract delivery is, at a minimum, in accordance with Group and client requirements
• 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
• Proactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction
• 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
• 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
• Planning, allocating and evaluating team and individual workload to resources
• 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.
• Providing a working environment where people feel valued and listened to understanding your teams requirements to succeed
• Proactively promoting engagement between your staff and the community
• Effective One to Ones and PDPs
• Creating and delivering on learning opportunities for your people through effective talent management and career and succession planning.
• Promoting and encouraging information and knowledge sharing between team members
• Giving your people the tools they need and allowing them to make decisions aligned with their responsibilities
• Sharing best practice information through all people within your Account parameters
• Demonstrating to your teams that you are their example of how the Cardo core values should be live

Skills & Experience

• 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

Why Join Cardo Group?

At Cardo Group, we are growing, evolving, and building a stable foundation for long‑term success. When you join us, you become part of a forward‑thinking company that values innovation, integrity, and inclusivity.

We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We recognise that diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

✅ 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, knowing that diversity fuels creativity and progress.

✅ Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging.

At Cardo Group, EDI is more than a policy, it’s part of who we are. We actively promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive.