Customer Success Co-ordinator

Annual salary: up to £40,000.00

Customer Success Co-ordinator

Birmingham

Full Time Permanent.

Salary up to £40,000 per annum, plus, company car allowance.

42.5 hours per week Monday – Friday

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.

About the role

We're looking for a full-time Customer Success Co-ordinator to support the delivery of our Birmingham contract, playing a key role in ensuring customers receive an exceptional service throughout their journey with us. Acting as a central point of contact for residents, colleagues and stakeholders, you'll help build positive relationships, resolve queries, provide timely updates and ensure a consistently high standard of customer care.

This is a varied and rewarding role where no two days are the same. You'll work closely with operational teams to coordinate customer communications, manage expectations and support the successful delivery of works, ensuring customers remain informed and engaged at every stage. Alongside delivering excellent service, you'll also help drive our social value commitments by supporting and promoting initiatives that make a positive impact within local communities, creating opportunities that improve lives and strengthen the areas in which we work.

Duties

• To manage all customer feedback and insight on the contract, including customer complaint resolution, in line with the Group approach and policy
• Accurately use business and/or client systems to log, update and process in a timely manner
• To act as contract champion and coordinate all social value activities.
• To successfully manage actions, through insight, to deliver contractual customer KPI’s
• To represent Customer at the contract SMT and attend client core group meetings
• Conduct contract review to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement
• To manage customer engagement through Your Voice and resident forums
• To manage activities to embed Group approach to Red Thread
• To manage effective communications in branch, promoting positive stories
• To deliver MAPD training across the contract
• To maintain strong relationships with the client, local community and related associations, governing bodies and third parties
• To support all local bid and mobilisation opportunities
• To deliver Group Customer induction to all colleagues on the contract
• To support retention/achievement of accreditations and awards when asked
• Ensure all customer related policy, process and procedures are fully embedded and adhered to across the contract
• Attend all Customer Success team meetings and forums

Role Criteria:

• Previous experience in a customer service, customer liaison or resident-facing role.
• Strong IT skills, with the ability to use Microsoft Office and internal systems effectively.
• Excellent written and verbal communication skills.
• A customer-focused approach with a commitment to delivering high levels of service.
• Full UK Driving Licence.
• Ability to build and maintain positive working relationships with customers, colleagues and stakeholders.
• Proven ability to manage challenging or complex situations in a professional and solutions-focused manner.
• Strong influencing, negotiation and problem-solving skills.
• Experience working within social housing, property services or a related environment would be advantageous.

Benefits we can offer you

• Company Sick Pay
• Employee can choose between 4% and 6% pension contribution which the company will match with Scottish Widows
• Life Assurance (2x annual salary)
• £4,000 annual car allowance or Company car

• 25 days annual leave plus bank holidays
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering leave – up to two days per year to support community initiatives
• Cycle to Work Scheme
• Share save scheme
• Recognition and long service awards
• Buy up to 5 days holiday each year depending on length of service
• Learning and development opportunities
• Career progression opportunities across Mears Group
• Occupational health support
• Green car scheme with Tusker after successful probation period
• Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

Apply below or to discuss your application further; contact:

Francesca Swan ([email protected])

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.