Customer Service Coordinator

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 Reports

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

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

We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact [email protected]

The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & 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)