Customer Experience Manager - Social Housing

Who Are We:

Cardo Group is a trusted provider of building maintenance, refurbishment, and retrofit services for social housing and public sector buildings across the UK. With nationwide coverage and skilled local teams, we deliver a reliable end-to-end service that ensures homes and public spaces are safe, sustainable, and well-maintained.

We specialise in responsive repairs and voids, planned maintenance, energy-efficiency upgrades, compliance works, and major improvement programmes. Our approach combines quality workmanship, strong resident communication, and efficient project delivery to achieve the best outcomes for customers and communities.

Driven by ambitious growth plans, we continue to expand our capabilities and adapt to the evolving needs of our clients. Our reputation is built on consistent service delivery, trusted partnerships, and a commitment to doing things the right way. As we grow, so do the opportunities – for our people, our clients, and the communities we support.

Cardo Group is becoming one of the UK’s most forward-thinking maintenance and retrofit providers. Do you want to be part of something great?

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

Role Overview:

The Customer Experience Manager is responsible for developing, managing, and enhancing relationships with internal and external customers, ensuring a consistently high-quality service that meets contractual, organisational, and client requirements.

The key areas of this role will cover but are not limited to:

• Lead teams to deliver outstanding customer and client experiences
• Plan, deliver and support customer and community engagement
• Focus on continuous improvement through root cause analysis of both complaints and customer satisfaction using data analytics
• Create customer journey maps and identify and lead on any process improvements

Responsibilities:

• To build, manage and delight internal and external customer relationships with new and existing customers.
• Ensure contract delivery always meets or exceeds group and client requirements
• Oversee and manage correspondence from clients and customers in a timely professional manner, ensuring effective responses
• Act as the escalation point for complex or sensitive customer and client issues, providing resolution focused leadership.
• Investigate complaints, service failures and escalations, using root cause analysis to understand underlying causes and deliver long-term improvements for customers
• Use customer insight, feedback, and data analytics to improve services and tailor them to resident needs.
• Develop high-quality customer-facing materials that enable and support customers.
• Proactively monitoring client satisfaction feedback, identifying trends and conducting analysis to prevent recurring issues and dissatisfaction
• Track, analyse and report on key customer KPI’s
• Lead the development and continuous improvement of customer journey maps to identify challenges, gaps and opportunities to improve the end-to-end customer experience
• Use customer journey insights, customer feedback and data analysis to identify, design and implement process changes that improve efficiency, consistency and customer outcomes
• Own and manage the delivery of process improvements, ensuring changes are clearly communicated, embedded and adopted by teams
• Plan deliver and support community engagement activities, working collaboratively with residents, community groups and stakeholders to build trust and achieve positive outcomes
• Develop and enhance communication channels in accordance with client and customer needs.
• Promoting strong working relationships with colleagues, clients, customers and other stakeholders, whilst demonstrating sound commercial awareness.
• Collaborate with key stakeholders, including relevant operational managers, to develop solutions and enhance customer processes.
• Ensure that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo’s Core Values.
• Provide expert support and guidance on process, procedure and technical related matters
• Plan, allocate and review workloads to ensure effective use of resources and service delivery objectives
• Ensure health, safety and wellbeing are at the centre of decision making, fostering an open culture where ideas are shared and learning is encouraged
• Create an inclusive working environment where team members feel valued, heard and supported to ensure they succeed
• Conduct effective One to Ones, PDPs and team meetings.
• Promote knowledge sharing, collaboration and best practice across all teams
• Empower team members by providing the tools, information and authority required to make informed decisions
• Lead by example, consistently demonstrating Cardo’s core values in all aspects of the role

You Will Need:

• Proven experience in managing customer service, resident engagement or customer experience in social housing, public sector, or regulated environments.
• Demonstrated experience in customer journey mapping and service design to improve end to end customer experience
• Experience in conducting root cause analysis to resolve service issues and drive continuous improvement
• Proven ability to design, implement and embed process changes
• A customer and community focused mindset with a passion for customer excellence
• Demonstrated leadership and people management skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to analyse data, trends and customer insight to ensure informed decision making

We Will Provide:

• Excellent development and progression opportunities
• 25 days holiday, plus bank holidays
• Range of Salary Sacrifice Schemes [holiday purchase, EV schemes, AVC Pension contributions]
• Wellbeing Resources and Counselling services
• Retail & Lifestyle Discount Platform
• Enhanced Family Leave Provisions
• Recognition initiatives and awards

Please note all our roles are subject to Background, Identity & Security checks before commencement of employment.

Why Join Cardo Group?

We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

Our commitment to Equity, Diversity, and Inclusion is rooted in our core values:

• Teamwork – We collaborate, support one another, and achieve more together.
• Integrity – We act with honesty, fairness, and transparency in everything we do.
• Excellence – We set high standards and deliver quality for our people and our customers.
• Respect – We value every individual and create a space where all voices are heard.

We ensure fair opportunities, embrace diverse backgrounds and experiences, and foster a culture where everyone truly belongs. Join us on our ambitious, exciting, and inclusive journey.