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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