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- Tasks: Lead a team to deliver exceptional customer care and resolve issues proactively.
- Company: Join Gentoo Homes & Development, a leader in customer experience.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for collaboration and professional development.
- Why this job: Make a real impact by enhancing customer experiences and leading a dedicated team.
- Qualifications: Experience in customer care and a full UK drivers’ licence required.
The predicted salary is between 30000 - 40000 £ per year.
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 Gentoo 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 success.
Customer Care Manager employer: Gentoo Group Ltd
Contact Detail:
Gentoo Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and customer care sectors. Attend industry events or join relevant online groups. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer care management. Think about your past experiences and how they align with the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams to success and improved customer experiences. Highlight your ability to adapt and resolve issues proactively—this is key for a Customer Care Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Gentoo Homes & Development.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for delivering exceptional customer experiences right from the start. Use your application to highlight specific examples of how you've made a positive impact in previous roles.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. We want to see how your experience aligns with what we're looking for!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your achievements and qualifications quickly.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity!
How to prepare for a job interview at Gentoo Group Ltd
✨Know Your Customer Care Inside Out
Make sure you understand the ins and outs of customer care management. Familiarise yourself with the specific challenges and expectations in the housing sector, especially how they relate to Gentoo Homes & Development. This will help you demonstrate your expertise and show that you're ready to lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about times when you’ve motivated your team or resolved conflicts. Being able to articulate your leadership style and how it aligns with the company’s values will set you apart from other candidates.
✨Be Ready to Discuss Performance Metrics
Since the role involves producing and analysing performance reports, be prepared to discuss how you've used data to drive improvements in customer service. Bring specific examples of metrics you've tracked and how they influenced your team's performance.
✨Demonstrate Your Problem-Solving Skills
Think of scenarios where you've proactively resolved complaints or issues before they escalated. Be ready to share these stories during the interview, as they highlight your ability to handle challenges with care and professionalism, which is crucial for this role.