Customer Solutions Centre Manager - Soclal Housing in Slough

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.

The Customer Solutions Centre Manager is responsible for leading and managing the Customer Solutions Team, ensuring the delivery of high-quality, efficient and responsive services to tenants and service users. The role is responsible for overseeing customer contact centre operations, ensuring effective resolution of housing-related enquiries across multiple communication channels, including telephone, email, web, and digital platforms.

The successful candidate will also support service planning activities, including the coordination of repairs scheduling, resource allocation, and logistical planning in support of repairs and maintenance services. The role will drive continuous service improvement and enhance resident satisfaction through effective leadership and performance management.

Role Overview:

• To lead and manage the customer contact centre as the primary point of contact for residents and service users, ensuring the timely, efficient, and high-quality resolution of enquiries, service requests, and complaints in line with organisational standards, service targets, and operational plans.
• To ensure the effective delivery of repairs and maintenance services by supporting planning functions that ensure appropriate scheduling, resource deployment, and logistical coordination across responsive repairs.

Responsibilities:

• Lead, motivate, and develop the Customer Solutions Team to deliver high standards of customer service in line with organisational values and regulatory requirements.
• Support the effective scheduling, resource planning, and logistical coordination of repairs, maintenance, and planned works activities, ensuring services are delivered efficiently across the contract.
• Develop and implement operational and workforce plans to ensure the Customer Solutions Centre operates effectively and meets current and future service demand.
• Ensure the Customer Solutions Centre operates efficiently, responding to enquiries and service requests within agreed service standards, timescales, and key performance indicators (KPIs).
• Act as the escalation point for complex or sensitive resident issues, ensuring prompt resolution in accordance with policies and procedures.
• Work collaboratively with relevant teams to ensure seamless and integrated service delivery.
• Support service planning activities, including forecasting demand for repairs and customer contact, coordinating resource allocation, and supporting the delivery of responsive repairs.
• Monitor service performance through the analysis of call volumes, repair scheduling efficiency, productivity, customer satisfaction, and service quality using CRM, telephony, and repairs management systems.
• Ensure effective coordination between customer contact teams, planners, operatives, and contractors to maximise appointment availability and optimise service delivery.
• Manage staffing levels, shift patterns, and workforce planning to ensure appropriate service coverage and effective team performance.
• Identify training and development needs, supporting continuous professional development and staff engagement.
• Lead the implementation of new processes, systems, and technology to support service improvements, scheduling efficiency, and operational effectiveness.
• Contribute to business planning and service development, ensuring customer service and repairs planning priorities are aligned with contract objectives.
• Ensure compliance with relevant legislation and policies, including GDPR, safeguarding requirements, health and safety standards, and equality, diversity, and inclusion principles.
• Produce regular performance, scheduling, and service delivery reports for senior management, contributing to strategic planning and continuous improvement.

You Will Need:

• Demonstrable experience managing a customer contact or Service Centre, ideally within social housing, the public sector, or a related service environment.
• Proven experience overseeing scheduling, resource planning, or logistical coordination within repairs, maintenance, or service delivery environments.
• Experience working with repairs and maintenance systems, including scheduling tools and customer relationship management (CRM) platforms.
• Strong leadership and people management skills, with experience developing and motivating teams.
• Excellent communication skills, with the ability to engage effectively with customers, contractors, and internal stakeholders.
• Strong analytical, planning, and problem-solving skills, with the ability to interpret service and scheduling data to drive performance improvements.
• Experience contributing to service planning, business continuity planning, and operational improvement initiatives.

Key Attributes:

• Customer-focused approach with a commitment to service excellence.
• Strong organisational and operational planning capability.
• Effective team leadership and people development.
• Ability to coordinate complex service delivery activities.
• Strong collaboration and influencing skills.
• Commitment to operational efficiency and continuous improvement.
• Adaptability and resilience in a fast-paced service environment.
• Ability to make informed, data-driven decisions.

We Will Provide:

• Excellent development and progression opportunities.
• 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.

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.