At a Glance
- Tasks: Manage customer experiences and resolve issues in the housebuilding sector.
- Company: Cala Group, a leading UK housebuilder focused on quality and sustainability.
- Benefits: Competitive salary, opportunities for personal growth, and a supportive work culture.
- Other info: Join a diverse team committed to creating vibrant communities and an inclusive workplace.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
About The Role
Reporting to the Head of Customer Service, the Customer Service Manager will be responsible for managing the end‑to‑end customer experience following handover of their new home. The role involves regular travel across the region, meeting customers in their homes and working closely with internal teams and external contractors.
Key responsibilities include, but are not limited to:
- Acting as the main point of contact for customers, ensuring clear, timely and professional communication throughout the customer journey
- Managing reported defects, ensuring issues are investigated, resolved and closed within agreed timescales
- Lead, coach and develop the Customer Service Coordinators and Maintenance Team, promoting a culture of accountability and continuous improvement
- Proactively engaging with customers at an early stage to understand concerns and reach satisfactory outcomes as quickly as possible
- Identifying root causes of defects and working cross‑functionally to reduce repeat issues and improve build quality
- Liaising with site teams, subcontractors and internal stakeholders to coordinate remedial works
- Maintaining accurate records on internal systems and databases
- Representing the business professionally at all times, with a strong focus on customer satisfaction and brand reputation
- Conduct regular performance reviews, training and mentoring
- Reduce repeat defects through root cause analysis
- Monitor subcontractor performance, costs and service levels
About You
Knowledge, Skills & Experience Essential:
- Previous experience managing the customer experience, ideally within the housebuilding or construction sector
- Strong interpersonal skills, with the ability to adapt communication style to suit different customers and situations
- Excellent negotiation, written, verbal and listening skills
- A systematic and organised approach to managing workload and customer cases
- A professional, confident manner with a genuine passion for delivering excellent customer service
- Full UK driving licence and willingness to travel regularly across the region
Desirable:
- Experience of using database or customer management systems
- Competence in Microsoft Office packages, including Word, Excel and Outlook, as well as web‑based systems
- Experience working cross‑functionally to resolve complex issues and improve processes
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 Manager employer: Cala Group Limited
Cala Group is an exceptional employer, offering a dynamic work environment where you can make a meaningful impact in the housebuilding sector. With a strong focus on employee growth and development, we provide opportunities for personal advancement while fostering a culture of inclusivity and collaboration. Our commitment to sustainability and innovation ensures that you will be part of a forward-thinking team dedicated to delivering outstanding customer experiences across Scotland and the South of England.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨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 Manager
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.
