Customer Experience Manager

Cardo (Wales & West); Hemel Hempstead; On-site; GBP 35,000 - 50,000; Full time

Job summary

Cardo Group is seeking a Customer Experience Manager in Hemel Hempstead to oversee customer interactions and enhance satisfaction. The role involves managing relationships, ensuring contract compliance, and fostering a positive team environment. Join a company committed to innovation and inclusivity, where diverse perspectives are valued.

Responsibilities

• Manage customer relationships and ensure exceptional service.
• Monitor client satisfaction and proactively address issues.
• Promote good working relationships with all stakeholders.

Skills

Customer-Centric Mindset

Communication skills

Data Analysis & Insights

Conflict resolution and 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 national expansion, we are committed to making a lasting impact in the industry.

We are currently recruiting for a Customer Experience Manager to join our team in 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

• 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 lived
  
  

Skills & Experience

• Customer-Centric Mindset
• Communication skills
• Data Analysis & Insights
• Conflict resolution and problem solving
• Team Leadership & Collaboration
  
  

#INDHP

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.

Company: Cardo

Job Type: Full Time

Job Location: Hemel Hempstead

Position: Csutomer Experience Manager