About The Role
The Customer Service Manager will:
* Deal with customer issues raised through the customer service team and ensure all works are completed to the Cala standard. Escalating where required.
* Respond to customer's issues in a timely manner and organise sub-contractors and materials as required.
* Visit customers at their homes as required to conduct inspections, agree scopes of work, rectify and resolve defects, monitor and act on any deviation from the agreed works and timescales. Project manage works and investigate construction issues that occur. Identify and highlight recurring themes to ensure repetition is avoided.
* Ensure at all times that we work within our agreed budget and include new issues that arise with accurate costs / quotes before works begin.
* Ensure the quality of repairs, timelines are adhered to and that the customer is satisfied with the actions taken by CALA Homes.
* Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any issues and non-compliance
* Build positive relationships with internal teams and external business partners, and source specialist contractors where required.
* Ensure customer issues are resolved within the required time scales.
* Own escalated customer issues until resolved
* Liaise with all other functions on a regular basis to provide on-going feedback
* Act fast to contain customer issues / complaints and avoid unnecessary escalation
* Adhere to strict Health and Safety regulations
* Liaise with NHBC claims investigators as require and oversee resolution & section 3 claims and ensure valid works are carried out within timescales provided and the customer / homeowner is fully updated at all times.
* Identify opportunities to improve process and ways of
* Represent the Cala brand and deliver the highest standards of customer service
* Effectively manage relevant escalated customer issues / complaints until resolved
About You
Knowledge, Skills and Abilities
* A strong knowledge of build techniques, NHBC standards and regulations
* Strong negotiation and leadership skills
* Excellent time management
* Excellent written, verbal and listening skills
* Ability to communicate effectively with customers and internally at all levels
* Interpersonal skills with the ability to adapt to differing customer types
* Strong analytical and problem solving skills
* Decisive
* Competent PC skills including MS Word, Excel, Internet Explorer (or other web browser) and Outlook
* Display a professional and confident approach at all times
* Experience of working in the construction or housebuilding industry, diagnosing defects and recommending a solution
* Ability to adapt well to change
* Effectively multi-task
Your main responsibility is to ensure customers receive clear communication and a quality of service to ensure that we meet their expectations relating to reported defects with their home throughout the customer journey. Early intervention & engagement with the customer is critical in this role with a natural drive to reach a satisfactory outcome as quickly as possible for the customer and the business. Identifying root cause of issues and working cross functionally to minimise unnecessary recurrence is key.
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.