Customer Service Manager

Cala Group Limited; Wooburn Green; On-site; GBP 40,000 - 52,000; 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 Manager to lead the end-to-end customer experience following handover of new homes. You will travel across the region, visiting customers at their homes and coordinating with site teams and contractors to drive service quality.

Reporting to the Customer Service Director, you will own customer communications, manage defects to timely resolution, and work cross-functionally to improve build quality and customer satisfaction.

Qualifications

• Experience managing the customer experience in housebuilding or construction preferred.
• Strong interpersonal and communication skills, adaptable to customers and situations.
• Excellent negotiation, written and verbal skills; organized and proactive.
• Full UK driving licence and willingness to travel regionally.
• Experience with customer management systems and MS Office.

Responsibilities

• Act as the main point of contact for customers, ensuring clear, timely communication throughout the journey
• Manage reported defects, ensuring investigation, resolution and closure within agreed timescales
• Engage with customers early to understand concerns and reach satisfactory outcomes quickly
• Identify root causes of defects and work cross-functionally to reduce repeat issues
• Coordinate remedial works with site teams, subcontractors and internal stakeholders
• Maintain accurate records on internal systems and databases
• Represent the business professionally, maintaining customer satisfaction and brand reputation

Skills

Customer service management

Interpersonal skills

Negotiation

Organisational skills

Driving licence

Cross-functional

CRM systems

MS Office

Tools

CRM systems

MS Office

Job description

Reporting to the Customer Service Director, 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
• 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

About You

Knowledge, Skills & Experience

• 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. 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.

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