Senior Customer Liaison Officer in Hemel Hempstead

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.

Role Overview: The Senior Resident Liaison Officer (SRLO) acts as the key point of contact between residents, contractors, and housing providers during planned works, refurbishment, or regeneration programmes. The SRLO will lead the resident liaison team, ensuring high‑quality customer service, effective communication, and minimal disruption to residents while works are carried out. They will champion resident engagement, manage complex cases, and support the successful delivery of projects in line with contractual, statutory, and organisational requirements.

Responsibilities:

• Lead and manage a team of Resident Liaison Officers (RLOs), providing guidance, support, and supervision.
• Act as the senior point of escalation for resident issues, complaints, or disputes, ensuring timely resolution.
• Develop and implement resident engagement plans to ensure clear communication before, during, and after works.
• Conduct resident meetings, drop‑in sessions, and home visits where required.
• Ensure that all residents, including vulnerable tenants, receive tailored support and are fully informed of works schedules and impacts.
• Oversee the day‑to‑day performance of the resident liaison service, monitoring KPIs and ensuring compliance with customer care standards.
• Coordinate with contractors, project managers, housing officers, and external partners to resolve issues quickly and effectively.
• Maintain accurate records of resident communications, property access, decants, and complaints.
• Monitor and report on resident satisfaction levels, identifying areas for improvement.

You Will Need:

• Strong background in resident liaison/customer care within housing, construction, or regeneration.
• Experience supervising or leading a team.
• Excellent communication and interpersonal skills, with the ability to deal with challenging situations calmly and professionally.
• Strong organisational and problem‑solving skills.
• Understanding of safeguarding, equality, and diversity in housing.
• Ability to build trust and maintain positive relationships with residents, contractors, and colleagues.
• IT literate with experience using CRM or housing management systems.

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.