Customer Experience & Remedial Works Coordinator

Cala Group Limited; Aberdeen City; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

34 days holiday

Buy/sell up to 5 days holiday

Private healthcare

Enhanced pension contributions

ULEV car scheme

Employee Assistance Programme

Retail discounts

Job summary

The Cala Group Limited is seeking a Customer Service Coordinator to support the delivery of a high-quality customer experience after handover of new homes. You will coordinate remedial works, manage a high caseload, and act as a key link between customers, contractors and internal teams.

In this busy role you will respond to customer enquiries, maintain CRM records, escalate issues as needed, and help drive customer satisfaction across our developments in Scotland and beyond.

Qualifications

• Experience delivering customer service in a fast-paced environment.
• Experience coordinating tasks and admin duties.
• Knowledge of the housebuilding or construction process is desirable.

Responsibilities

• Act as main contact for customers on allocated developments.
• Coordinate remedial works with purchasers, contractors and suppliers.
• Manage customer cases end-to-end and close items timely.
• Maintain accurate CRM records.
• Escalate complaints per internal procedures.
• Prepare correspondence from inspections and handovers.
• Support effective resolution with internal teams.
• Encourage customer participation in Trustpilot reviews.

Skills

Customer service

Coordination

Administrative skills

Organisational skills

Working under pressure

Interpersonal skills

GCSE English

Adaptability

Team collaboration

Education

GCSE English

Tools

CRM software

Job description

The Cala Group Limited is seeking a Customer Service Coordinator to support the delivery of a high-quality customer experience after handover of new homes. You will coordinate remedial works, manage a high caseload, and act as a key link between customers, contractors and internal teams.

In this busy role you will respond to customer enquiries, maintain CRM records, escalate issues as needed, and help drive customer satisfaction across our developments in Scotland and beyond.