We’re a values-driven, charitable organisation on a mission to make a real difference in Sunderland. Every day, we provide more than 60,000 people with a place they’re proud to call home. Our vision is clear: everyone deserves a good-quality home they can afford. We invest millions of pounds each year to keep our homes safe and decent, while also playing a part in tackling the UK housing crisis by building hundreds of modern, energy-efficient homes for rent right here in Sunderland. If you share our passion for creating thriving communities and want to be part of something that truly matters, we’d love for you to join us and help achieve our vision. If you have any accessibility needs or require adjustments, please let us know—we’re here to support you. We may close this vacancy earlier than the advertised closing date if we receive a large number of applications. We encourage you to apply as soon as possible to ensure your application is considered. Salary : £40,500.00 Job Description: 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. Some of our great benefits include: 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year. Early finish on Fridays Flexible and hybrid working. Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover. Access to private healthcare through the Health Cash Plan. Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution. Salary sacrifice electric vehicle scheme Enhanced family-friendly leave Car mileage allowance if you use your personal vehicle for business purposes. Life assurance cover to the value of 3 times your annual salary