Head of Customer Experience

Cardo; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading building maintenance company in the UK is looking for a Head of Customer Experience to lead strategic initiatives in social value and customer engagement. You will be responsible for developing a comprehensive strategy, championing social value across the organization, and enhancing customer satisfaction metrics. Ideal candidates will have proven experience in public sector and housing. This position offers opportunities for professional growth within a supportive and inclusive environment.

Benefits

Career development opportunities

Inclusive workplace

Focus on diversity and inclusion

Qualifications

• Proven strategic experience in public sector, housing, customer experience, and social value delivery.
• Strong strategic thinking and leadership skills.
• Excellent communication and stakeholder engagement abilities.

Responsibilities

• Develop and implement a group-wide strategy for social value and customer experience.
• Champion social value across the Group, influencing decision-making.
• Monitor and report on social value outcomes across the group.

Skills

Strategic experience in public sector

Strong strategic thinking

Excellent communication

Stakeholder engagement

Knowledge of Social Value Act

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 seeking a dynamic Head of Customer Experience to lead the strategic approach to our social value and customer experience functions across the Cardo Group. This is a pivotal role that will shape how we engage with residents, communities, and stakeholders across England, Wales, Scotland, and Ireland, ensuring our work delivers meaningful impact and exceptional experiences.

Accountabilities / Responsibilities

• Develop and implement a group-wide strategy and policy framework for social value and customer experience to ensure a consistent approach to delivery, performance measurement, and continual improvement aligned to our Group mission and goals.
• Act as the policy lead to ensure Cardo stays at the forefront of sector knowledge, legislature, and best practice.
• Champion social value and customer experience across the Group, influencing decision-making and fostering a culture of social responsibility.
• Oversee strategic delivery of customer care operations, embedding empathy, accountability, and continuous improvement.
• Oversee our customer journey from end-to-end, including our call centre provision.
• Facilitate customer journey mapping workshops across Business Units to develop and refine our approach to best practice and continual improvement.
• Contribute to the development of a digital strategy within the customer journey.
• Monitor and report on customer satisfaction metrics.
• Establish KPIs and metrics to evaluate the effectiveness of customer experience initiatives.
• Prepare and present regular reports on customer experience performance to senior management.
• Interrogate data and develop Group-wide continual improvement plans.
• Monitor and report on social value outcomes consistently across the group using a standardised platform and framework.
• Collaborate with social value leads to remove barriers to delivery and embed social value in all projects.
• Build strong relationships with clients, residents, and community partners to co-create impactful initiatives.
• Develop a strategic approach to Group social value partners and initiatives.
• Represent Cardo Group at industry forums, events, and client meetings.
• Lead and develop a high-performing engagement team.
• Develop a strategic customer care and social value career pathways and a learning and development strategy.
• Work closely with procurement, HR, marketing, and operations to integrate social value across the business.
• Support marketing and communications, including award submissions and thought leadership.
• Oversee our Group tpas interface and involvement strategy and lead our Stop Social Housing Stigma campaign.
• Foster cross-contract collaboration and learning to develop best practice initiatives and avoid duplication of effort.
• Champion social value within Cardo, fostering a culture of social responsibility, and influencing decision-making at all levels.
• Serve as a social value expert for our teams, frameworks, and clients, offering guidance and best practices.
• Champion social value in work-winning efforts, providing customer insights and innovations.
• Implement a continual improvement plan for tendering.

Experience Required & Key Skills

• Proven strategic experience in public sector, housing, customer experience, and social value delivery, ideally within a contractor or local authority/housing provider setting.
• Strong strategic thinking and leadership skills.
• Excellent communication and stakeholder engagement abilities.
• Knowledge of relevant frameworks (such as Social Value Act, Well-being of Future Generations Act, ESG reporting, TOMS, Thrive, HACT).
• Ability to travel across the UK and Ireland as required.

Desirable

• Experience working across multiple regions and jurisdictions.
• Familiarity with retrofit and sustainability programmes.
• Understanding of regulatory and policy environments in the public sector.

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.
• Join us and be part of a company that values you—exactly as you are.