Cala Group Limited
Customer Service Coordinator
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About The Role
Reporting to the Customer Service Manager, the Customer Service Coordinator plays a key role in supporting the delivery of a high-quality customer experience following the handover of new homes. This is a busy, customer-facing role responsible for coordinating remedial works, managing a high caseload, and acting as a key link between customers, contractors, and internal teams.
Key Responsibilities Include:
- Acting as a key point of contact for customers, responding to calls and enquiries relating to allocated developments
- Coordinating remedial works by liaising with purchasers, contractors, and suppliers to ensure issues are resolved efficiently and within agreed timescales
- Managing customer cases end-to-end, ensuring remedial items are progressed, monitored, and closed in a timely manner
- Maintaining accurate and up-to-date records on the customer CRM system
- Coordinating works identified at Demonstration, Inspection, and Handover Meetings, ensuring completion within two weeks where required
- Preparing and issuing correspondence arising from inspections, handovers, and customer interactions
- Ensuring customer complaints and complex queries are escalated appropriately and in line with internal procedures
- Maintaining cost control, including processing expenses, purchase orders, invoices, and contra-charge notifications
- Sourcing specialist contractors where required and coordinating their attendance
- Circulating Customer Service Questionnaires, collating responses, and accurately recording results
- Providing information and data for the six-monthly Customer Service Report
- Carrying out general administrative and coordination duties, including filing, typing, and managing internal and external post
- Working collaboratively with internal teams to support effective resolution of customer issues
- Maximising opportunities to encourage customer participation in Trustpilot reviews where appropriate
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About You
Ideally, you will have experience in a similar role providing customers with an efficient, accurate, and high-level quality service and have knowledge of the house-building process. This is a busy role managing a high caseload, therefore you will need to be able to prioritise your workload under minimal supervision and be flexible in your approach to daily tasks.
Knowledge, Skills & Experience:
Essential
- Experience of delivering excellent customer service in a fast-paced environment
- Strong coordination, administrative, and organisational skills, with the ability to prioritise a high workload
- Ability to work under pressure with minimal supervision
- High-level written communication skills
- Excellent interpersonal skills, with confidence handling challenging customer interactions and complaints
- Flexible approach to daily tasks and changing priorities
- Competent PC skills, including Microsoft Word, Excel, Outlook, and web-based systems
- Educated to GCSE (or equivalent) level in English
Desirable
- Previous experience in a customer service, customer service coordination, or administrative role
- Understanding of the housebuilding or construction process
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About Us
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England, and Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector-leading build quality, and we have a passion for providing our customers with a great home-buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we're aiming to create an industry-leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging, and be comfortable being themselves at work.
We offer an excellent benefits package of 34 days holiday (including public holidays and increasing by a day each year to a maximum of 40), the option to buy or sell up to 5 days holiday, private healthcare, enhanced salary sacrifice pension contributions of 5% employee, 10% employer, ULEV car scheme, Employee Assistance Programme, retail discounts, and much more! (Some benefits will be pro-rated if you were to join on a part-time basis)
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