Customer Experience & Remediation Coordinator

CALA Homes; Aberdeen City; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

34 days holiday

Private healthcare

Enhanced pension contributions

ULEV car scheme

Employee Assistance Programme

Retail discounts

Job summary

The Cala Group is seeking a Customer Service Coordinator in Scotland to support the delivery of a high-quality customer experience after handover of new homes. You will coordinate remedial works, liaise with customers, contractors and internal teams, and manage a high caseload.

Ideal candidates have experience in similar roles, GCSE English, and strong organisational skills. The role offers a busy, customer-facing environment with opportunities to contribute to process improvements and customer

Qualifications

• Experience delivering excellent customer service in a fast-paced environment.
• Strong coordination, administrative and organisational skills.
• Ability to work under pressure with minimal supervision.
• Excellent interpersonal skills with confidence handling challenging customers.
• Flexible approach to changing priorities.
• GCSE English or equivalent level of literacy.

Responsibilities

• Acting as a key point of contact for customers, responding to calls and enquiries relating to allocated developments
• Coordinating remedial works with purchasers, contractors and suppliers to resolve issues on time
• Managing customer cases end-to-end, ensuring items are progressed, monitored and closed promptly
• Maintaining accurate records on the customer CRM system
• Coordinating works identified at handover meetings and ensuring completion within two weeks when required
• Issuing correspondence from inspections, handovers and customer interactions
• Escalating complaints and complex queries per internal procedures
• Maintaining cost control including processing expenses and invoices
• Sourcing specialist contractors when needed and coordinating attendance
• Circulating Customer Service Questionnaires and recording responses
• Providing data for the six-monthly Customer Service Report
• Carrying out administrative duties and coordinating with internal teams
• Encouraging customer participation in Trustpilot reviews where appropriate

Skills

Customer service

Coordination

Administrative skills

Interpersonal skills

GCSE English

Education

GCSE English

Tools

CRM software

Job description

The Cala Group is seeking a Customer Service Coordinator in Scotland to support the delivery of a high-quality customer experience after handover of new homes. You will coordinate remedial works, liaise with customers, contractors and internal teams, and manage a high caseload.

Ideal candidates have experience in similar roles, GCSE English, and strong organisational skills. The role offers a busy, customer-facing environment with opportunities to contribute to process improvements and customer