Customer Resolution Advisor – Social Housing – 6 Month FTC

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 Customer Resolution Advisor to join our team in Borehamwood on a 6 Month FTC.

Role Overview:

The Customer Resolution Advisor is responsible for managing and resolving complaints and any expressions of dissatisfaction in accordance with the Housing Ombudsman Complaint Handling Code and complaints process, ensuring a fair, accessible, and resident-focused approach at all stages of the complaints process.

The key areas of this role will cover but are not limited to:

• In-depth and evidence-based reviews of complaints.
• Respond within relevant Client and Ombudsman timescales and follow the Complaint Handling Code and complaints process.
• Provide clear, empathetic, and resolution focused responses.
• Use complaint insights to drive service improvements, conduct root cause analysis and reduce repeat issues.
• Work with relevant operational stakeholders to ensure learnings from complaints are shared and embedded.

Responsibilities:

• Manage complaints in line with the Housing Ombudsman’s Complaint Handling Code and client complaint policy.
• Ensure complaints are acknowledged and responded to within prescribed timescales (e.g., Stage 1 and Stage 2) including MP/Councillor enquiries and service requests.
• Ensure all complaints and enquiries are documented and evidence is collated and logged within the system.
• Clearly define the complaint and agreed outcomes with the client and the resident (where required) at the outset.
• Conduct thorough, impartial investigations, gathering evidence from operatives, supervisors, subcontractors, client representatives and any other relevant stakeholders.
• Provide clear, resolution focused and thorough written responses that address all points raised, confirm findings, offer remedies where appropriate (apology, corrective action, compensation where applicable)
• Proactively seek early resolution where possible
• Maintain accurate and complete records of all complaint activity, ensuring that complaints are logged within CRM and updated.
• Ensure adherence to two-stage complaint procedures and escalation protocols.
• Identify and escalate high-risk complaints (e.g., health & safety, safeguarding, disrepair, MP enquiries).
• Support compliance reporting to clients and senior management.
• Assist with preparation for Ombudsman investigations where requested by the client.
• Ensure learning from complaints is documented and shared across operational teams.
• Demonstrate empathy, fairness, and respect in all resident interactions.
• Make reasonable adjustments where required to ensure accessibility.
• Manage difficult conversations professionally and constructively.
• Maintain regular communication with residents throughout the complaint lifecycle.
• Analyse complaint trends and root causes.
• Recommend service improvements to prevent recurrence and work with relevant stakeholders to embed these.
• Prepare and contribute to any service reviews or operational meetings.
• Support delivery of complaint handling training to operational staff where appropriate.
• Lead by example, consistently demonstrating Cardo’s core values in all aspects of the role
• Ensure that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo’s Core Values.

You Will Need:

• Experience handling complaints within social housing, property maintenance, or a regulated environment.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Excellent written communication skills with experience drafting formal complaint responses.
• Ability to conduct structured investigations and evidence-based decision making.
• Experience working to strict KPIs and service level agreements.
• Strong organisational skills and ability to manage a varied caseload.

We Will Provide:

• Excellent development and progression opportunities
• 25 days holiday, plus bank holidays
• Range of Salary Sacrifice Schemes [holiday purchase, EV schemes, AVC Pension contributions]
• Wellbeing Resources and Counselling services
• Retail & Lifestyle Discount Platform
• Enhanced Family Leave Provisions
• Recognition initiatives and awards

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.