Customer Service Coordinator

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.