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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 management and excellent communication skills.
The predicted salary is between 30000 - 40000 ÂŁ 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 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.
Customer Care Manager in Sunderland 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 in Sunderland
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and don’t be shy about letting people know you’re on the hunt for a Customer Care Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and team leadership. Think about your past experiences and how they align with what Gentoo Homes & Development is looking for. Confidence is key, so get comfortable talking about your achievements!
✨Tip Number 3
Showcase your passion for customer care during interviews. Share specific examples of how you've gone above and beyond for customers in previous roles. This will demonstrate your commitment to delivering exceptional service, which is exactly what they want!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Gentoo team. Let’s make that dream job happen!
We think you need these skills to ace Customer Care Manager in Sunderland
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for delivering exceptional customer experiences shine through. We want to see how you connect with the role and why you're excited about leading a team to success.
Tailor Your CV: Make sure your CV is tailored to the Customer Care Manager position. Highlight your relevant experience in managing teams and driving performance improvements, as well as any specific achievements that demonstrate your skills.
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and keep your points concise. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Gentoo Group Ltd
✨Know Your Customer Care Stuff
Make sure you brush up on your knowledge of customer care principles and practices. Be ready to discuss your previous experiences in managing teams and how you've improved customer service in the past. This will show that you’re not just passionate but also knowledgeable about what it takes to lead a successful customer care team.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams effectively. Think about times when you’ve motivated your team or resolved conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers, as this will help you convey your leadership style clearly and confidently.
✨Familiarise Yourself with Clixifix
Since Clixifix is a key part of the role, make sure you understand how it works. If you have experience with similar platforms, be ready to discuss that too. Showing that you can quickly adapt to new systems will give you an edge and demonstrate your tech-savviness.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of specific situations where you turned a negative customer experience into a positive one. This will highlight your creative problem-solving abilities and your commitment to exceptional customer service.