Complaints Administrator

Who are Cardo Group?

Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers and their residents.

Our multi-company group provides quality, value for money maintenance, compliance and retrofit services across the south west, south east and midlands. Future plans will see this develop into a national footprint.

We are currently looking for a Complaints Administrator to join our team Customer Experience team in Langley.

The role of Customer Service Administrator sits within the Cardo Property Services Operations Team.

The position collaborates with our key stakeholders on the strategic direction of our customer experience, ensuring that the current and future needs of internal and external customers are met.

This position is a key strategic role in the company, helping to maintain and improve our customer experience and to help build a brand of trust, honesty, and transparency.

Main duties involve:

• Supporting the Branch with raising and updating complaints on our CRM system.
• Dealing with stage 1 complaints
• Ensure we comply with complaints procedure within group and wider policy of clients.
• Arranging works
• Maintaining / updating CRM system with full details, including notes and emails at all times.
• Communicate with the Customer to fully understand their concerns and confirm next steps, keeping them updated on progress.
• Carrying out full investigations, collaborating with the Operational Team to identify any service failures, pulling together timeline and outcome of works, in order to identify required actions to rectify failures.
• Allocating repairs to DLO / Sub contractors, ensuring jobs are locked on the system to ensure they aren’t moved.
• Diarising repairs into outlook calendar and cc. in relevant manager in order to monitor repairs to conclusion.
• Monitoring of complaints to resolution.
• Drafting of response findings and actions addressing all issues raised by the Customer.
• Entering Compliments on our CRM system and forwarding to relevant Line Manager.

Skills & Experience:

• Social housing experience isn’t essential but would be advantageous!
• Experience of dealing with reactive maintenance
• Be able to deal with difficult customers
• Experience of dealing with complaints
• Resilient with a positive can do attitude

Please note this is a fully office based role.

Benefits include:

– 25 days holiday + bank holidays

– The opportunity to purchase additional annual leave

– Birthday day off

– Generous pension scheme

– And many more..

Please apply now to be a part of our growing organisation and to contribute to our exciting growth plans!

At Cardo Group we value diversity. We value our differences such as age, gender, LGBT, ethnicity, religion, and disability.

We are working hard to build a business that is as diverse and inclusive as the communities we serve. So, whoever you are and whatever your background, we think you’ll fit right in at Cardo Group.