At a Glance
- Tasks: Support customers with their new homes and coordinate remedial works efficiently.
- Company: Cala Group, a leading UK housebuilder focused on quality and sustainability.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Be part of a diverse team that values your unique contributions.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: Strong customer service skills and excellent organisational abilities.
The predicted salary is between 30000 - 40000 £ per year.
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:
- Act as a main point of contact for customers, responding to calls and enquiries, providing support and guidance throughout their warranty period.
- Conduct customer welcome calls, ensuring a positive and informative introduction to aftercare services.
- Coordinating remedial works by liaising with purchasers, contractors and internal teams to ensure work is 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.
- Ensuring customer complaints and any complex queries are escalated appropriately and in line with internal procedures.
- Maintaining cost control, including processing invoices and contra‑charge notifications.
- Sourcing specialist contractors where required and coordinating their attendance.
- Circulating Customer Service Questionnaires, collating responses and accurately recording results.
- Carrying out general administrative and coordination duties.
- Working collaboratively with internal teams to support effective resolution of customer issues.
About You
We are looking for a highly organised and customer‑focused individual to join our team as a Customer Service Coordinator. This is a fast‑paced and rewarding role where you will play a key part in delivering an outstanding aftercare experience for our customers once they have moved into their new homes.
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.
- High‑level written communication skills.
- Excellent interpersonal skills, with confidence handling challenging customer interactions.
- 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:
- 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 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 & 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.
Customer Service Coordinator employer: Cala Group Limited
Cala Group Limited is an exceptional employer that prioritises employee development and a collaborative work culture in the heart of Aberdeen City. With a strong focus on customer satisfaction, we offer our team members opportunities for growth through leadership roles and continuous training, all while enjoying a supportive environment that values feedback and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cala Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cala Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cala Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Cala Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cala Group Limited!
How to prepare for a job interview at Cala Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
