Customer Experience Specialist

1 day ago


Slough, Slough, United Kingdom Cardo Group Full time
Estimated Salary: £25,000 - £30,000 per annum

Company Overview

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

We are committed to delivering excellent customer service and strive to build trust, honesty, and transparency in all our interactions.

Job Description

This role sits within the Cardo Property Services Operations Team and collaborates with key stakeholders on the strategic direction of our customer experience.

  • Supporting the Branch with raising and updating complaints on our CRM system.
  • Dealing with stage 1 complaints.
  • Ensure we comply with complaints procedure within group and wider policy of clients.

The successful candidate will be responsible for maintaining/updating CRM system with full details, including notes and emails at all times.

Key Responsibilities/Accountabilities:
  • Communicate with the Customer to fully understand their concerns and confirm next steps, keeping them updated on progress.
  • Carrying out full investigations, collaborating with the Operational Team to identify any service failures, pulling together timeline and outcome of works, in order to identify required actions to rectify failures.
  • Allocating repairs to DLO/Sub contractors, ensuring jobs are locked on the system to ensure they aren't moved.
  • Diarising repairs into outlook calendar and cc. in relevant manager in order to monitor repairs to conclusion.
  • Monitoring of complaints to resolution.
  • Drafting of response findings and actions addressing all issues raised by the Customer.
Skills & Experience:
  • Social housing experience isn't essential but would be advantageous
  • Experience of dealing with reactive maintenance.
  • Be able to deal with difficult customers.
  • Experience of dealing with complaints.

We value diversity and are working hard to build a business that is as diverse and inclusive as the communities we serve.



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