Customer Service Advisor

Cardo; Hemel Hempstead; On-site; GBP 20,000 - 30,000; Full time

Job description

Who We Are:

Cardo Group is a social housing property maintenance company. Our multi-company group specializes in maintenance, compliance, and retrofit services with a growing national footprint. With ambitious plans for further national expansion, we are committed to making a lasting impact in the industry. We are currently recruiting for a Customer Service Advisor to join our team in Hemel Hempstead.

Accountabilities/Responsibilities:

1. 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.
2. Pick-up all incoming calls within set timescales (20 seconds).
3. Regular watch of the wallboard to see calls in queue.
4. Follow the greetings script for the call duration.
5. Book-in all new jobs, adding as many notes as required for future reference.
6. Follow script and ensure all details are covered to maintain getting the job done right first time.
7. Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and a summary of the job raised is provided at the end of the call.
8. Assisting with the Planning Team as and when required, including scheduling in all jobs.
9. Pass calls to relevant departments ensuring resident/client is updated before passing over.
10. Always check the job history before logging new jobs to ensure no duplication.
11. Raise jobs from the Repairs inbox (see daily targets per day set by Call Centre Manager).
12. Raise any issues/concerns observed to the relevant party (Supervisor, planners, etc.).
13. Raise recalls and send out any letters as and when necessary.
14. If a resident/client calls with no show/query – call the operative/subcontractor and then re-book the appointment if required.
15. Pass jobs to the planner queue for planners to deal with for emergencies or if allocation of job cannot be found.
16. Chase up subcontractors & OOH operatives for their previous days’ completions.
17. Email relevant parties within the same day with any updates/messages, etc.
18. Liaise with the planners with queries called through.
19. Liaising with the planned works team if a query comes through for planned jobs taking place.
20. Update client/resident if required on any job by COP the same day.
21. Report to work within set shift times and call the Supervisor in advance if any problems/delays.

Skills & Experience:

1. Previous office-based customer service experience.
2. Excellent customer service skills.
3. Good communication skills both written and verbal.

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.