Customer Service Coordinator

We are looking for a Customer Service Coordinator to join our team based in our North Home Counties Region – Welwyn Garden City. The Customer Service Coordinator will be the first point of contact for customers with any defects to raise or any general questions/queries. They will be coordinating remedial works with customers, nominated subcontractors and Cala Maintenance Operatives. They will be providing timely, outstanding customer service to our customers to ensure resolution of issues within 30 days, as well as wider administrative support to the Customer Service team.

Main Accountabilities:

• Handle all calls and email queries relating to developments within the Salesforce CRM and the Natterbox telephony system.
• Liaise with customers, contractors, maintenance team, suppliers and the NHBC to ensure that remedial issues are resolved in a professional and efficient manner and within the agreed time scales.
• Escalation of relevant issues to the Customer Service Manager and other Cala departments.
• Liaise with the rest of the Customer Service Team to provide clear and consistent communication to the customers.
• Complete weekly customer service reports on their caseload, demonstrating week-on-week progress with works.
• Provide diary management of the calendars for the Maintenance Operatives and Customer Service Managers to arrange appointments in an efficient manner.
• Adhoc administrative duties as required.

About The Candidate:

Ideally they will have experience in a similar role providing customers with an efficient, accurate and high-level quality service and have some knowledge of the house building process (not essential). This is a busy role managing a high caseload, therefore they will need to be able to prioritise their workload under minimal supervision, and be flexible in their approach to daily tasks.

Knowledge, Skills and Abilities:

• Experience of providing outstanding customer service.
• A basic understanding of the housebuilding process (preferable).
• Excellent IT proficiency including use of MS Office software and CRM systems (preferably Salesforce).
• Exceptional administrative and organisation skills and ability to prioritise their own workload.
• Ability to work under pressure.
• Excellent verbal and written communication skills.
• Hybrid working with flexibility to attend the office 2-3 days a week.

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. We are 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 us.

About The Company:

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.