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. Do you want to be part of something great?
We are currently recruiting for a Complaints Administrator to join our team in Slough.
Role Overview:
The Complaints Administrator is responsible for providing efficient administrative support to the complaints function, ensuring customer complaints are logged, monitored, and progressed in accordance with the Housing Ombudsman Complaint Handling Code, company policies, and service level agreements. The role supports the delivery of a fair, transparent, and customer-focused complaints process while helping the organisation identify trends and opportunities for service improvement.
Responsibilities:
- Receive, log, acknowledge and process customer complaints accurately within the complaints management system.
- Ensure complaints are categorised correctly and allocated to the appropriate manager or department.
- Monitor complaint progress and chase responses to ensure deadlines are met.
- Maintain accurate complaint records, correspondence and supporting documentation.
- Issue acknowledgements, holding responses and outcome letters where appropriate.
- Escalate overdue complaints to managers in line with company procedures.
- Act as a first point of contact for customers raising complaints.
- Communicate professionally and empathetically with residents by telephone, email and in writing.
- Keep customers informed of complaint progress and expected timescales.
- Ensure customers receive clear and timely updates throughout the complaints process.
- Promote a positive customer experience while maintaining impartiality.
- Ensure complaints are handled in line with:
- Housing Ombudsman Complaint Handling Code
- Consumer Standards
- GDPR and Data Protection legislation
- Company complaints procedures
- Maintain confidentiality of customer information.
- Assist with complaint audits and compliance reporting.
- Produce weekly and monthly reports on complaint volumes and performance.
- Maintain complaint trackers and performance dashboards.
- Identify recurring complaint themes and service trends.
- Support managers with root cause analysis and lessons learned.
- Assist in preparing information for Housing Ombudsman investigations where required.
- Maintain electronic filing systems and customer records.
- Prepare meeting agendas and take minutes where required.
- Coordinate complaint review meetings.
- Support customer satisfaction surveys following complaint closure.
- Assist with departmental administrative tasks as required.
You Will Need:
- Experience working in an administrative or customer service role.
- Excellent written and verbal communication skills.
- Strong organisational and time management abilities.
- High level of attention to detail.
- Ability to manage multiple tasks and competing priorities.
- Experience using Microsoft Office, particularly Excel, Word and Outlook.
- Experience maintaining confidential records.
- Ability to work both independently and as part of a team.
- Professional and customer-focused approach.
Desirable:
- Previous experience within social housing, local authority or property maintenance.
- Experience administering complaints or customer feedback.
- Knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience using housing management or CRM systems.
- Understanding of responsive repairs or planned maintenance services.
We Will Provide:
- Excellent development and progression opportunities
- Competitive Salary
- 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
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.
