Customer Solutions Advisor

About Cardo Group Cardo Group is a leading provider of building maintenance and improvement services to social housing providers and public bodies across the UK. With over 1,000 colleagues operating in South Wales, the South West, London, the South East, the Midlands, and Scotland, we continue to expand with ambitious plans for nationwide growth. We deliver a comprehensive range of services tailored to the needs of our clients and their residents, including: Retrofit and energy efficiency upgrades Responsive repairs, voids, and disrepair (including damp & mould) Compliance and statutory servicing Refurbishment and project works Mechanical and electrical (M&E) services Commercial building maintenance Planned maintenance aligned to the Decent Homes Standard At the heart of our work is a commitment to delivering high-quality services that improve homes and enhance lives. We are equally dedicated to creating a positive and inclusive workplace. Diversity drives innovation, and inclusion builds stronger teams. At Cardo Group, every individual is valued, respected, and empowered to succeed. We celebrate differences, champion equality, and ensure our workforce reflects the diverse communities we serve. Together, we are building not only better projects – but a better, fairer future. We are currently looking for a Customer Solutions Advisor to join our customer service team here in Hemel Hempstead. You will be the first point of contact for tenants and service users, providing a professional, responsive, and effective customer service experience across all communication channels. The role supports tenants with housing-related queries, ensuring timely resolution or appropriate referral, and helps maintain high levels of satisfaction and community trust. Accountabilities/Responsibilities First port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times. Respond promptly and professionally to customer enquiries via phone, email. Resolve a wide range of issues, including rent queries, repairs, anti-social behaviour, tenancy matters, and general housing services. Accurately log, track, and update customer interactions using housing management or CRM systems. Liaise with internal teams (e.g., Repairs, Income, Tenancy Management) to ensure timely resolution of cases and escalation where necessary. Monitor progress of open cases and ensure customers are kept informed throughout the process. Provide empathetic, non-judgmental, and solution-focused support, particularly when dealing with vulnerable residents or sensitive issues. Pick-up all incoming calls within set timescales (20 seconds) Follow script and ensure all details are covered to maintain getting the job done right first time. Pass calls to relevant departments ensuring resident/client is updated before passing over. Raise any issues/concerns observed to the relevant party (Supervisor, planners etc) Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found. Liaising with the planned works team if a query comes through for planned jobs taking place. Skills & Experience Experience in a customer-facing role, preferably in housing, public sector. Excellent communication skills, both written and verbal. Strong IT skills and experience using customer service or housing management systems. Ability to remain calm under pressure and handle challenging situations sensitively. Strong problem-solving skills and attention to detail. Understanding of social housing services, including repairs, rents, and tenancy support. Why Join Cardo Group? At Cardo Group, we are growing, evolving, and building a stable foundation for long-term success. When you join us, you become part of a forward-thinking company that values innovation, integrity, and inclusivity. We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We recognise that diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with. ✅ Equity – We ensure fair opportunities for growth and success, removing barriers that may stand in the way. ✅ Diversity – We embrace different backgrounds, experiences, and viewpoints, knowing that diversity fuels creativity and progress. ✅ Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging. At Cardo Group, EDI is more than a policy, it’s part of who we are. We actively promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive. Join us and be part of a company that values you—exactly as you are. #J-18808-Ljbffr