New Homes Customer Experience Coordinator

Cala Group Limited; Wooburn Green; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

34 days holiday (incl. public holidays

Private healthcare

Enhanced pension contributions

ULEV car scheme

Employee Assistance Programme

Retail discounts

Job summary

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

Ideal candidates have experience in a similar role, are capable of prioritising workflow under minimal supervision, and understand the housebuilding process. We value a diverse team and offer an excellent benefits package.

Qualifications

• Experience delivering excellent customer service in a fast-paced environment.
• Strong coordination and organisational skills, with the ability to prioritise a high workload.
• Ability to work under pressure with minimal supervision.
• Understanding of the housebuilding or construction process.

Responsibilities

• 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 resolve issues within timescales.
• Managing customer cases end-to-end, ensuring remedial items are progressed, monitored and closed.
• Maintaining accurate and up-to-date records on the customer CRM system.
• Coordinating works identified at Demonstration, Inspection and Handover meetings and ensuring completion.
• Preparing and issuing correspondence arising from inspections, handovers and customer interactions.
• Escalating customer complaints and complex queries per internal procedures.
• Maintaining cost control, processing expenses, purchase orders, invoices and contra-charge notifications.
• Sourcing specialist contractors and coordinating attendance.
• Circulating Customer Service Questionnaires and recording responses.
• Providing data for the six-month Customer Service Report.
• Carrying out general administrative and coordination duties.
• Working with internal teams to resolve customer issues and encouraging Trustpilot reviews.

Skills

Customer service

Coordination

Administration

GCSE English

Education

GCSE English

Job description

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

Ideal candidates have experience in a similar role, are capable of prioritising workflow under minimal supervision, and understand the housebuilding process. We value a diverse team and offer an excellent benefits package.