Customer Care Manager
| Posting date: | 26 September 2025 |
|---|---|
| Salary: | £39,000 per year |
| Hours: | Full time |
| Closing date: | 01 October 2025 |
| Location: | Emperor House, 2 Emperor Way, Doxford International Buisness Park, SR3 3XR |
| Remote working: | On-site only |
| Company: | Gentoo Group Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
Are you passionate about delivering exceptional customer experiences and leading teams to success?
We are looking for an experienced Customer Care Manager to join our 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 is 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.
You’ll bring 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.
We are looking for an experienced Customer Care Manager to join our 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 is 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.
You’ll bring 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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.