Customer Success Manager

Annual salary: up to £46,000.00

Customer Success & Community Impact Manager

Location: Coatbridge

Contract: Permanent / Full Time / 40hrs a week 08:00 - 16:30

Salary: £46,000 per annum, plus £4,500 car allowance and great company benefits.

About the role

The Customer Success & Community Impact Manager is a highly visible leadership role responsible for improving customer outcomes, leading an administration team, and delivering meaningful community impact across North Lanarkshire. The successful candidate will act as the voice of the customer within the business, ensuring complaints and claims are effectively managed while maintaining a strong focus on community partnerships, fundraising, charitable engagement and community improvement projects. You'll lead customer experience and community engagement initiatives, managing complaints and service improvements while delivering meaningful social value projects. Working closely with community partners, charities and stakeholders, you'll build lasting relationships that benefit local communities. You'll also lead a planning and administration team, using performance insights to drive continuous improvement and operational excellence.

Key Responsibilities

• Lead customer complaints, escalations and claims, driving excellent customer outcomes and continuous improvement.
• Analyse customer feedback and performance data to identify trends, improve satisfaction and support service recovery.
• Deliver community improvement projects and measurable social value initiatives that positively impact local communities.
• Build and maintain strong relationships with community groups, charities and key stakeholders, including managing fundraising activities and partnerships.
• Lead and develop a planning and administration team, fostering a high-performance culture, accountability and service excellence.
• Ensure effective scheduling and administrative support for operational teams.
• Review performance trends, identify improvement opportunities and support operational managers in resolving recurring issues.

Key Criteria

• Previous Customer Success/Service experience
• IT literate
• Experience in complaint handling
• Experience in overseeing customer engagement events
• Line management experience
• Excellent communication skills
• Strong presentation skills, attendance at internal and external meetings
• Customer focused
• Full driving licence
• Ability to build relationships
• Ability to manage complex situations
• Strong influencing and negotiation skills
• Ideally have experience of working in social housing with a good understanding of repairs and maintenance

Benefits

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day
• Volunteering Leave - paid volunteering in the community
• Staff perks with Mears Rewards - discounts on groceries, holidays, eye test vouchers, Share save scheme, and more
• Family friendly policies
• Car allowance

Employment Information

All 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 for over 3 months, and have fewer than 9 points. All roles are subject to relevant Background, Identity & Security checks before commencement of employment.

EEO Statement

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). We maintain a Career Transition Partnership to support veterans and promote social mobility.

How to apply

Contact Vickie Rudge at or explore the application link below. We are here to support you throughout the process.