At a Glance
- Tasks: Lead a team to deliver exceptional customer care and improve service quality.
- Company: Values-driven charitable organisation making a difference in Sunderland.
- Benefits: 31 days annual leave, flexible working, health cash plan, and competitive pension scheme.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Join us to create thriving communities and make a real impact on people's lives.
- Qualifications: Experience in customer care management and excellent communication skills required.
The predicted salary is between 40500 - 40500 £ per year.
We’re a values-driven, charitable organisation on a mission to make a real difference in Sunderland. Every day, we provide more than 60,000 people with a place they’re proud to call home. Our vision is clear: everyone deserves a good-quality home they can afford. We invest millions of pounds each year to keep our homes safe and decent, while also playing a part in tackling the UK housing crisis by building hundreds of modern, energy-efficient homes for rent right here in Sunderland.
If you share our passion for creating thriving communities and want to be part of something that truly matters, we’d love for you to join us and help achieve our vision.
If you have any accessibility needs or require adjustments, please let us know—we’re here to support you.
We may close this vacancy earlier than the advertised closing date if we receive a large number of applications. We encourage you to apply as soon as possible to ensure your application is considered.
Salary: £40,500.00
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.
Some of our great benefits include:
- 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
- Early finish on Fridays.
- Flexible and hybrid working.
- Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
- Access to private healthcare through the Health Cash Plan.
- Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
- Salary sacrifice electric vehicle scheme.
- Enhanced family-friendly leave.
- Car mileage allowance if you use your personal vehicle for business purposes.
- Life assurance cover to the value of 3 times your annual salary.
Customer Care Manager in Sunderland employer: Gentoo Group
Gentoo is a values-driven charitable organisation dedicated to making a significant impact in Sunderland by providing quality homes and fostering thriving communities. As a Customer Care Manager, you will benefit from a supportive work culture that prioritises employee well-being, offering generous annual leave, flexible working options, and comprehensive health plans, all while contributing to a mission that truly matters. Join us in our commitment to excellence and enjoy opportunities for personal and professional growth in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Sunderland
✨Tip Number 1
Get to know the company inside out! Research Gentoo's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and community development. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those tricky interview questions! Think about examples from your past roles where you've led teams or resolved customer complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Gentoo and contributing to their mission of creating thriving communities.
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 creating thriving communities shine through. We want to see how much you care about delivering exceptional customer experiences and making a real difference in Sunderland.
Tailor Your CV:Make sure your CV is tailored to the Customer Care Manager role. Highlight your experience in managing teams and driving performance improvements, as well as your excellent communication skills. We love seeing how your background aligns with our mission!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to describe your achievements and how they relate to the job. We appreciate a well-structured application that makes it easy for us to see your strengths.
Apply Early:Don’t wait until the last minute to submit your application! We may close the vacancy early if we receive a lot of applications. Apply through our website as soon as you can to ensure your application gets the attention it deserves.
How to prepare for a job interview at Gentoo Group
✨Know the Mission
Before your interview, take some time to really understand the organisation's mission and values. They’re all about making a difference in Sunderland, so think about how your passion for customer care aligns with their vision of providing quality homes. Be ready to share examples of how you’ve contributed to similar missions in the past.
✨Showcase Your Leadership Skills
As a Customer Care Manager, you'll be leading a team, so it’s crucial to demonstrate your leadership experience. Prepare specific examples of how you've successfully managed teams, improved performance, or resolved conflicts. Highlight your ability to inspire and motivate others, as this will resonate well with the interviewers.
✨Familiarise Yourself with Clixifix
Since the role involves championing Clixifix, make sure you’re familiar with this platform. If you’ve used similar customer service platforms before, be ready to discuss your experience and how you can quickly adapt to new systems. Showing that you’re tech-savvy will give you an edge.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think of situations where you’ve had to handle complaints or improve customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
