CALA Group Ltd is the UK’s most upmarket major homebuilder operating in Scotland, the Midlands and the South East of England. The company focuses on high quality, well-designed homes in prime locations. Strongly customer-orientated in our approach, CALA’s high standards of design, build quality and service are regularly recognised in coveted industry awards. In 2016, CALA won ‘Large Housebuilder of The Year’ at the Scottish Home Awards for the second consecutive year, was crowned ‘Medium Housebuilder of the Year’ at the Housebuilder Awards as well as collecting a silver award for ‘Best Large Housebuilder’ at the What House? Awards.
Reporting to the Customer Service Manager, your main responsibility is to ensure that customers’ expectations are met and the customer journey is one that is reflective of a five star housebuilder. You will deal with customer issues raised through the office, ensure all works are completed to the CALA standard, respond to letters/emails in a timely manner and organise sub-contractors and materials as required through the Commercial team.
You will visit customers as necessary to agree scopes of work, rectify and resolve defects, monitor and act on measures of customer satisfaction results via In-House Surveys and NHBC reports. You will identify and project manage work and investigate construction issues that occur in occupied properties. Additionally, you will ensure the quality of repairs, time lines are adhered to and that the customer is satisfied with the actions of CALA Homes.
In addition to this you will also manage Maintenance Operatives and their responsibilities. You will build positive relationships with internal teams and external business partners, and source specialist contractors where required.
You will oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution. You will be responsible for adhering to health and safety regulations and managing sub-contractors to ensure that work is completed within agreed timeframes.
You will have experience in a front facing client liaison or customer service role, and delegating tasks to the Maintenance Operatives day to day, you will help to motivate and encourage the team on a daily basis to deliver exceptional customer service. A knowledge of, or background in construction and new build homes is essential, as is a professional and confident approach at all times. Knowledge and ability to diagnose defects and recommend a resolution is advantageous, as is experience of using database systems.
You must have good analytical skills, be competent in the use of Microsoft Office packages, have excellent written, verbal and listening communication skills, be decisive and have excellent interpersonal skills with the ability to adapt to and negotiate with different types of customer.
You will contribute to a strong culture which strives to achieve 100% customer satisfaction and design excellence. We are committed to investing in and developing our people, delivering business excellence and adding value for our customers. In exchange for your commitment to our fundamental values of Passion, Quality, Respect and Delivery, we offer a competitive package including a including a car or cash allowance, company bonus scheme, medical cover, professional development opportunities and more.
To apply, please click the button below and attach your CV and covering letter detailing your current or expected remuneration package. Please note if these are two separate documents you will need to attach them as a zip file. For more information including a copy of the job description please contact the HR team by emailing firstname.lastname@example.org using the subject heading ‘Maintenance Manager – Ref 5255’ by 15 February 2019.