At a Glance
- Tasks: Lead and manage the Customer Service team to deliver exceptional service.
- Company: Cala Group, a major UK housebuilder focused on quality and sustainability.
- Benefits: Opportunities for personal growth, inclusive culture, and meaningful work.
- Other info: Join a diverse team committed to creating vibrant new communities.
- Why this job: Be part of a transformative journey in customer service and community building.
- Qualifications: Proven leadership experience in customer service and strong communication skills.
The predicted salary is between 55000 - 65000 £ per year.
The purpose of this role is to structure and manage all aspects of Customer Service in the Region to continue to achieve exceptional levels of customer service including day-to-day and longer-term direction. Play an active part in providing customer service support at a higher level, ensuring customers receive clear communication and a quality of service to meet customer expectations throughout the customer journey until termination of the NHBC warranty.
Main Accountabilities:
- Lead the North Customer Service function, delivering regional strategy and influencing business performance through cross-functional collaboration.
- Oversee the daily performance of the Customer Service team, promoting efficiency, accountability and a culture of service excellence.
- Contribute to the development and implementation of the longer-term strategic direction of the Customer Service function.
- Oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution.
- Drive continuous improvement of the customer journey to enhance customer satisfaction and deliver value to the region.
- Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any “red flag” issues to the Commercial and Construction Directors.
- Engage directly with customers on-site to manage and resolve escalated concerns in a timely and professional manner.
- Liaise with other departments on a regular basis, in particular the construction, technical and sales teams.
- Compliance with CALA Health and Safety standards at all times.
- Produce monthly reporting for Management and Board meetings, while maintaining and optimising the internal Customer Service management system.
- Manage NHBC-related claims through effective liaison with the Claims Department, undertaking quarterly reviews and coordinating specialist contractor support where required.
- Lead the evaluation of trends from NHBC and internal feedback, supporting senior management in implementing improvements to processes and customer outcomes.
- Provide effective line management, including conducting annual Performance Development Reviews and supporting the ongoing development and training of team members.
About You
Knowledge, Skills and Abilities:
- Excellent leadership skills to motivate and inspire a team.
- Excellent written, verbal and listening communication skills.
- Interpersonal skills with the ability to adapt to different types of customers.
- Good analytical skills.
- Decisive.
- A sound knowledge of build techniques, NHBC standards and regulations is desirable.
- Display a professional and confident approach at all times with a passion to deliver excellent customer service.
- Experience of leading and motivating a team during a time of significant growth and change is essential.
- Previous experience in a client liaison or customer service role at a managerial level is essential.
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. 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.
Head of Customer Service employer: CALA Homes
Cala Group is an exceptional employer, offering a dynamic work environment where you can lead the Customer Service function and make a real impact on customer satisfaction. With a strong commitment to employee growth, inclusivity, and sustainability, we provide opportunities for personal development while fostering a culture of service excellence. Join us in creating vibrant communities and enjoy the benefits of working with a leading housebuilder in a supportive and innovative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨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 Head of Customer Service
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.
