Customer Service 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

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
• Excellent interpersonal skills, with confidence handling challenging customer interactions and complaints
• Flexible approach to daily tasks and changing priorities
• 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. If we need to adjust anything in our recruitment process to support you, please contact [e-mail]

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.

We offer an excellent benefits package

• 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
• much more! (Some benefits will be pro-rated if you were to join on a part time basis)