Main Accountabilities : Handle all calls and email queries relating to your developments through the Salesforce CRM and the Natterbox telephony system Liaise with purchasers, contractors, maintenance team, suppliers and NHBC to ensure that remedial issues are resolved in a professional and efficient manner and within the agreed time scales Escalation of relevant issues to the Customer Service Manager and other Cala departments Liaise with Customer Service Managers to provide clear instructions to contractors and maintain consistent communication with customers Complete weekly customer service reports on your caseload demonstrating week-on-week progress with works Diary management of the Maintenance Operatives and Customer Service Managers to arrange appointments in an efficient manner, considering the geography of the Region Adhoc administrative duties as required To be the first point of contact for customers with defects You will be providing outstanding customer service to our homeowners to ensure resolution of issues within 30 days, as well as wider administrative support to the Customer Service team. Hybrid working with flexibility to attend the office 2-3 days a week About You Knowledge, Skills and Abilities Experience of providing outstanding customer service within the construction industry A good understanding of the housebuilding process Excellent IT proficiency including use of MS Office software and CRM systems (preferably Salesforce Service Cloud) Exceptional administrative and organisation skills and ability to prioritise your own workload Ability to work under pressure Excellent verbal and written communication skills 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 [email protected] 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.