Key responsibilities will include, but are not limited to, the following: Liaise with contractors, maintenance team, suppliers and NHBC to ensure that remedial issues are resolved in a timely and efficient manner within the approved timescales and relevant KPIs Handle customer contact ( calls & emails) and ensure all correspondence is managed appropriately and logged Undertake post completion customer satisfaction calls Manage and maintain the customer CRM system Maintain cost control and follow in house procedures to process invoices, purchase ordering and payment request Ensure escalation of complaints and queries are processed Other ad hoc administration duties as required 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. You should have a passion for providing exceptional customer service. Good communication and problem-solving skills are essential in this role. 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.