Customer Experience Manager

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 will lead the delivery and continuous improvement of excellent customer service across all housing services. They will ensure that residents’ voices are heard, feedback is acted upon, and services are designed around the needs of tenants and communities. The role focuses on embedding a culture of customer‑centric service, ensuring compliance with regulatory standards, and driving improvements through data insight and engagement.
To manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.
Responsibilities
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 stakeholders, 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