Customer Experience Manager

Cardo; 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 ensure exceptional service delivery. The role involves managing relationships, resolving conflicts, and enhancing communication channels, all while promoting a positive work environment aligned with the company's core values.

Responsibilities

• Manage customer experience touchpoints and relationships.
• Ensure contract delivery meets Group and client requirements.
• 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.

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 touchpoints, 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 positive 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 and resources.
11. Prioritize safety and health in decision-making, fostering an environment of openness, listening, and learning from lessons learned.
12. Create a work environment where team members feel valued and understood, supporting their 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 aligned with their responsibilities.
18. Share best practices across the team within account parameters.
19. Lead by example, demonstrating the living of Cardo's core values.

Skills & Experience:

1. Customer-Centric Mindset
2. Strong Communication Skills
3. Data Analysis & Insights
4. Conflict Resolution & Problem Solving
5. Team Leadership & Collaboration

#INDHP

Why Join Cardo Group?

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

We strive to create an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We believe diverse perspectives enhance our business, foster innovation, and improve our service to communities.

• Equity: We ensure fair opportunities for growth and success, removing barriers.
• Diversity: We embrace different backgrounds and viewpoints, fueling creativity and progress.
• Inclusion: We foster a culture where every team member has a voice and a sense of belonging.

At Cardo Group, EDI (Equality, Diversity, Inclusion) is integral to our identity. We promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive.