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:

• 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 result s
• 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

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

• 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
• Excellent interpersonal skills, with confidence handling challenging customer interactions and complaints
• Flexible approach to daily tasks and changing priorities
• Educated to GCSE (or equivalent) level in English
• Previous experience in a customer service, customer service coordination or administrative role
• Understanding of the house building or construction process

The Cala Group is a major UK house builder 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 …