Head of Customer Service

Job Description

The purpose of this role is to structure and manage all aspects of Customer Service in the Region to continue to achieve these exceptional levels of customer service including day to day and longer term direction. Play an active part in providing customer service support at a higher level, ensuring customers receive clear communication and a quality of service to meet customer expectations throughout the customer journey until termination of the NHBC warranty.

Main Accountabilities:

• Lead the North Customer Service function, delivering regional strategy and influencing business performance through cross-functional collaboration
• Oversee the daily performance of the Customer Service team, promoting efficiency, accountability and a culture of service excellence
• Contribute to the development and implementation of the longer-term strategic direction of the Customer Service function
• Oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution
• Drive continuous improvement of the customer journey to enhance customer satisfaction and deliver value to the region
• Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any “red flag” issues to the Commercial and Construction Directors
• Engage directly with customers on-site to manage and resolve escalated concerns in a timely and professional manner
• Liaise with other departments on a regular basis, in particular the construction, technical and sales teams
• Compliance with CALA Health and Safety standards at all times.
• Produce monthly reporting for Management and Board meetings, while maintaining and optimising the internal Customer Service management system
• Manage NHBC-related claims through effective liaison with the Claims Department, undertaking quarterly reviews and coordinating specialist contractor support where required
• Lead the evaluation of trends from NHBC and internal feedback, supporting senior management in implementing improvements to processes and customer outcomes
• Provide effective line management, including conducting annual Performance Development Reviews and supporting the ongoing development and training of team members

About You

Knowledge, Skills and Abilities:

• Excellent leadership skills to motivate and inspire a team
• Excellent written, verbal and listening communication skills
• Interpersonal skills with the ability to adapt to different types of customers
• Good analytical skills
• Decisive
• A sound knowledge of build techniques, NHBC standards and regulations is desirable
• Display a professional and confident approach at all times with a passion to deliver excellent customer service
• Experience of leading and motivating a team during a time of significant growth and change is essential
• Previous experience in a client liaison or customer service role at a managerial level is essential

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.

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.