Customer Solutions Advisor - 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 looking for a Customer Solutions Advisor to join our customer service team here in Hemel Hempstead.

Role Overview:

You will be the first point of contact for tenants and service users, providing a professional, responsive, and effective customer service experience across all communication channels. The role supports tenants with housing-related queries, ensuring timely resolution or appropriate referral, and helps maintain high levels of satisfaction and community trust.

Responsibilities:

• First port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times.
• Respond promptly and professionally to customer enquiries via phone, email.
• Resolve a wide range of issues, including rent queries, repairs, anti-social behaviour, tenancy matters, and general housing services.
• Accurately log, track, and update customer interactions using housing management or CRM systems.
• Liaise with internal teams (e.g., Repairs, Income, Tenancy Management) to ensure timely resolution of cases and escalation where necessary.
• Monitor progress of open cases and ensure customers are kept informed throughout the process.
• Provide empathetic, non-judgmental, and solution-focused support, particularly when dealing with vulnerable residents or sensitive issues.
• Pick-up all incoming calls within set timescales (20seconds)
• Follow script and ensure all details are covered to maintain getting the job done right first time.
• Pass calls to relevant departments ensuring resident/client is updated before passing over.
• Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
• Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found.
• Liaising with the planned works team if a query comes through for planned jobs taking place.

You Will Need:

• Experience in a customer-facing role, preferably in housing, public sector.
• Excellent communication skills, both written and verbal.
• Strong IT skills and experience using customer service or housing management systems.
• Ability to remain calm under pressure and handle challenging situations sensitively.
• Strong problem-solving skills and attention to detail.
• Understanding of social housing services, including repairs, rents, and tenancy support.

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]
• Life Assurance cover
• Wellbeing Resources and Counselling services
• Retail & Lifestyle Discount Platform
• Enhanced Family Leave Provisions
• Recognition initiatives and awards
• Occupational Sick Pay
• Private Medical Insurance

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.