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Customer Experience Coordinator

2 months ago

Slough, Slough, United Kingdom Cardo Full time

Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers, and their residents. Our multi-company group provides quality, value-for-money maintenance, compliance, and retrofit services across the south west, south east, and midlands.

We are currently seeking a Complaints Administrator to join our Customer Experience team in a key strategic role. This position will help maintain and improve our customer experience and build a brand of trust, honesty, and transparency.

Key Responsibilities:

  • Support the Branch with raising and updating complaints on our CRM system.
  • Deal with stage 1 complaints.
  • Ensure compliance with complaints procedure within group and wider policy of clients.
  • Maintain/update CRM system with full details, including notes and emails at all times.
  • Allocate repairs to DLO/Sub contractors, ensuring jobs are locked on the system to prevent movement.
  • Monitor complaints to resolution.
  • Enter Compliments on our CRM system and forward to relevant Line Manager.

Requirements:

  • Experience of dealing with complaints.
  • Experience of dealing with reactive maintenance queries/complaints.
  • Experience in a social housing background is advantageous.

Benefits:

  • 25 days holiday + bank holidays.
  • The opportunity to purchase additional annual leave.
  • Birthday day off.
  • Generous pension scheme.

Cardo Group values diversity and inclusivity, and we are working hard to build a business that reflects the communities we serve.