Customer Service Coordinator in Staines

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:

• Acting as a key point of contact for customers, responding to calls and enquiries relating to allocated developments
• Coordinating remedial works by liaising with purchasers, contractors and suppliers to ensure issues are 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
• Coordinating works identified at Demonstration, Inspection and Handover Meetings, ensuring completion within two weeks where required
• Preparing and issuing correspondence arising from inspections, handovers and customer interactions
• Ensuring customer complaints and complex queries are escalated appropriately and in line with internal procedures
• Maintaining cost control, including processing expenses, purchase orders, invoices and contra‑charge notifications
• Sourcing specialist contractors where required and coordinating their attendance
• Circulating Customer Service Questionnaires, collating responses and accurately recording results
• Providing information and data for the six‑monthly Customer Service Report
• Carrying out general administrative and coordination duties, including filing, typing and managing internal and external post
• Working collaboratively with internal teams to support effective resolution of customer issues
• Maximising opportunities to encourage customer participation in Trustpilot reviews where appropriate

About You

Ideally you will have experience in a similar role providing customers with an efficient, accurate and high-level quality service and have knowledge of the house building process. This is a busy role managing a high caseload, therefore you will need to be able to prioritise your workload under minimal supervision, and be flexible in your approach to daily tasks.

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
• Ability to work under pressure with minimal supervision
• High‑level written communication skills
• Excellent interpersonal skills, with confidence handling challenging customer interactions and complaints
• 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

• Previous experience in a customer service, customer service coordination or administrative role
• 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.

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.

We offer an excellent benefits package of 34 days holiday (including public holidays and increasing by a day each year to a maximum of 40), the option to buy or sell up to 5 days holiday, private healthcare, enhanced salary sacrifice pension contributions of 5% employee, 10% employer, ULEV car scheme, Employee Assistance Programme, retail discounts and much more!