Director of Customer Services in Bourne End

Director of Customer Services

Join to apply for the Director of Customer Services role at Cala Group Limited.

At Cala Homes, we don’t just build beautiful homes – we create exceptional experiences for our customers. We’re looking for a visionary leader to join us as Director of Customer Service, shaping the future of customer care and ensuring every interaction reflects our 5★ commitment to quality.

As a key member of our leadership team, you’ll set the strategic direction for Customer Service across the Chiltern region. Your mission? To deliver an outstanding customer journey from purchase through to the end of the NHBC warranty – building trust, loyalty, and lasting relationships.

What You’ll Do

• Drive Strategy: Define and implement a customer service vision that sets industry standards.
• Control Costs: Monitor annual budgets and introduce smart measures to reduce recurring expenses.
• Innovate the Journey: Identify opportunities to enhance every touchpoint for our customers.
• Collaborate: Work closely with Construction, Technical, and Sales teams to ensure seamless delivery.
• Lead & Inspire: Motivate and develop a high‑performing team, growing their expertise and confidence.
• Represent Cala: Attend key forums and meetings, championing customer service excellence.

About You

• Proven leadership in senior customer service or client liaison roles.
• Exceptional communication skills and the ability to adapt to diverse customer needs.
• Analytical, decisive, and tech‑savvy.
• Knowledge of build techniques and NHBC standards (desirable).
• A confident, professional approach with a passion for delivering outstanding service.

We believe diversity drives success. At Cala, you’ll find an inclusive environment where your ideas matter, your voice is heard, and your career can thrive. We offer competitive rewards, opportunities for growth, and the chance to make a real impact.

If you’re ready to lead with purpose and elevate the customer experience, we’d love to hear from you.

Given an adjustment is needed in our recruitment process to support you, please contact careers@cala.co.uk.

About Us

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

Seniority level

• Director

Employment type

• Full‑time

Job function

• Customer Service and Management
• Construction and Housing and Community Development