Are you passionate about delivering exceptional customer experiences and leading teams to success? We are looking for an experienced Customer Care Manager to join the Gentoo Homes & Development team, based at our head office in Doxford Park, Sunderland. In this key leadership role, you’ll lead a dedicated team of Customer Experience Advisors, helping them deliver outstanding service to every customer, every time. This is a fantastic opportunity to make a real impact in a role where collaboration, leadership, and customer focus are at the heart of everything you do.
A full UK drivers’ licence and a basic DBS arranged and funded by Getoo are required for this position.
What you’ll be doing:
* Lead a dedicated team to deliver a warm, responsive, and professional customer care service.
* Coordinate 7- and 28-day customer visits in collaboration with site teams.
* Support the Quality Assurance Manager with strategic insight and hands‑on management of formal complaints.
* Champion Clixifix—keeping it accurate, effective, and user‑friendly for all.
* Oversee phone systems and ensure the team is confident and capable in their use.
* Produce and analyse performance reports to drive continuous improvement.
* Work closely with site teams to maintain accurate data and resolve any gaps.
* Build strong relationships with our Out of Hours team to ensure consistent service delivery.
* Attend site meetings to foster collaboration and support both site teams and coordinators.
* Proactively resolve potential complaints early, ensuring every issue is handled with care.
* Visit sites and customers to assess works and support positive outcomes.
* Adapt your approach to meet the diverse needs of our customers.
What we’re looking for:
* A full UK drivers’ licence.
* Significant experience in a similar role within a housing contractor or builder environment.
* A proven track record of managing teams and driving performance improvements.
* Excellent communication skills—both written and verbal—with a natural ability to connect with people.
* Proven ability to plan, organise, and prioritise effectively.
* Confident using IT systems and customer service platforms, especially Clixifix.
* Demonstrable understanding of quality assurance and complaints handling processes.
* A creative problem‑solver who brings energy and ideas to the table.
* A confident communicator who can influence and build relationships at all levels.
* A collaborative team player who thrives in a fast‑paced environment.
* Resilient, self‑motivated, and committed to delivering exceptional customer service.
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