We have an exciting opportunity to join us as our new Customer Experience Manager! We’re looking for someone who can ensure a coordinated and integrated approach to the delivery of customer services to all customers who are within the 2 year Gentoo Homes warranty period with our new build properties.

About the role:

Providing aftercare to our valued customers, you’ll be responsible for managing the team to ensure excellent customer service is provided at every interaction, inspect and assess customer issues within their home and come to a satisfactory solution.  Liaise with the NHBC over customer resolutions, keeping the customer and NHBC up to date, ensuring requests are dealt with effectively and in line with NHBC timescales, escalating any claims to management. 

Further to this you will liaise with all subcontractors involved in all schemes, together with associated operational staff within Gentoo Homes, to facilitate effective and timely customer care solutions for all concerned. Keeping up to date with NHBC regulations and industry sector changes, you’ll be able to maintain accurate and satisfactory customer defect records and be able to create and manage programmes of work for more complex issues 

What we are looking for:

The successful candidate will ideally have held a similar role providing Sales and Marketing / Customer Care in a housing development company or house building environment. However if you can demonstrate excellent customer experience in another sector you may still be considered. Knowledge of NHBC regulations relating to customer care procedures and experience of dealing with the NHBC resolution service is preferable. 

Closing date: 6th October

Gentoo Homes has over 14 years’ experience and expertise in property related activity ranging from regeneration and modernisation to new build schemes. Since 2007 we have built more than 3000 new homes and are now one of the North East's most successful housing developers.

We are a responsible builder who understands that property development isn’t just about constructing homes with a great specification in a sought-after location, but, creating modern, sustainable homes our customers and future generations will be proud to call their own.

As a part of the Gentoo Group, we're a profit for purpose business and reinvest back into Gentoo's Affordable Housing Programme.