Customer Service Administrator

Reporting to the Customer Service Manager, the Customer Service Administrator provides high quality administrative and customer service support to the regional Customer Service team. Reporting to the Customer Service Manager, this role acts as a first point of contact for customers and supports the coordination of remedial works to ensure customer satisfaction is maintained.

Key responsibilities include, but are not limited to:

• Acting as a first point of contact for customers reporting maintenance or defect issues
• Receiving and handling customer calls, ensuring all interactions are recorded accurately on the Salesforce database
• Coordinating remedial works with purchasers, nominated trades, maintenance and construction teams
• Monitoring progress of maintenance works and keeping customers informed throughout the process
• Taking ownership of customer enquiries to ensure issues are resolved efficiently and within agreed timescales
• Preparing and processing invoices, surveys and associated documentation, ensuring deadlines are met
• Maintaining accurate administrative records and supporting effective case management
• Escalating feedback, recurring issues or customer concerns to the appropriate department where required
• Providing general administrative support to the Customer Service team to support overall service delivery

Knowledge, Skills & Experience

• Previous experience in a customer service or administrative role
• Strong organisational skills, with the ability to manage workload effectively and work under pressure
• IT literate, with competent use of customer databases and Microsoft Office applications
• Excellent written and verbal communication skills
• Confident, professional and assertive approach when dealing with customers and colleagues
• Flexible approach to workload and changing priorities
• Experience of using Salesforce or a similar CRM system
• Experience working within a housebuilding or construction environment
• Understanding of the housebuilding or build process

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

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.