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 Service Team Leader to join our team in Kingston Upon Thames.
Please note this is a fully office based role.
Role Overview:
To lead and support a team of customer service advisors delivering high-quality, resident-focused services within a social housing environment. The role ensures excellent service delivery, effective complaint resolution, and continuous improvement in customer satisfaction.
Responsibilities:
- Lead, coach, and motivate a team of customer service advisors
- Conduct regular 1:1s, performance reviews, and team meetings
- Monitor workloads and ensure adequate resource allocation
- Support recruitment, onboarding, and training of new staff
- Ensure all resident enquiries are handled promptly and professionally
- Oversee complex or escalated cases, including complaints and safeguarding concerns
- Promote a “right first time” approach to service delivery
- Maintain high standards aligned with organisational policies and service level agreements (SLAs)
- Monitor KPIs such as call handling times, resolution rates, and customer satisfaction
- Carry out quality assurance checks and provide feedback for improvement
- Analyse service trends and identify opportunities for improvement
- Manage and respond to escalated complaints in line with regulatory requirements
- Ensure compliance with the Housing Ombudsman Service standards
- Work collaboratively with other departments (repairs, tenancy, income) to resolve issues
- Liaise with internal teams and external partners to improve service outcomes
- Act as a key point of contact for service-related issues
- Support cross-departmental projects and service improvement initiatives
You Will Need:
- Experience in a customer service leadership role (preferably in social housing or public sector)
- Strong knowledge of housing services, tenancy management, or repairs processes
- Excellent communication and interpersonal skills
- Ability to manage difficult conversations and resolve conflict
- Experience handling complaints and working to regulatory frameworks
- Strong organisational and problem-solving skills
- Proficiency in CRM systems and Microsoft Office
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]
- Life Assurance cover
- Wellbeing Resources and Counselling services
- Retail & Lifestyle Discount Platform
- Enhanced Family Leave Provisions
- Recognition initiatives and awards
- Occupational Sick Pay
- Private Medical Insurance
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:
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Teamwork – We collaborate, support one another, and achieve more together.
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Integrity – We act with honesty, fairness, and transparency in everything we do.
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Excellence – We set high standards and deliver quality for our people and our customers.
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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.
