At a Glance
- Tasks: Manage customer experiences and ensure satisfaction in the housebuilding sector.
- Company: Dynamic company focused on customer service and quality in construction.
- Benefits: Competitive salary, travel opportunities, and a supportive team environment.
- Other info: Join a diverse team that values inclusivity and personal growth.
- 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.
The predicted salary is between 35000 - 45000 £ per year.
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.
- 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.
Customer Service Manager employer: CALA Homes
As a Customer Service Manager with us, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. Our commitment to fostering a culture of accountability and continuous improvement ensures that you will have the opportunity to lead and mentor a dedicated team while making a meaningful impact on customer satisfaction. Located in a vibrant region, we offer a unique blend of professional challenges and the chance to engage directly with customers, all within a diverse and inclusive workplace that values your contributions.
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 Homes. 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 Homes 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 Homes:Your cover letter is your chance to shine! Tell us why you want to work at CALA Homes 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 Homes!
How to prepare for a job interview at CALA Homes
✨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.
