Customer Care Manager

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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