Customer Success Manager

Overview

Annual salary up to £45,000 per annum, plus £4,500 car allowance. Location: Evesham. Full time permanent. 42.5 hours per week (8 5 Monday Friday).

Responsibilities

• Lead and oversee complaint management to resolve issues effectively within agreed timescales.
• Manage and drive Community Investment and Social Value activity in line with contract and client expectations.
• Work closely with the Contract Lead to embed the Mears approach to customer experience, engagement and social impact.
• Conduct monthly customer and contract performance reviews to ensure KPIs are met and continuous improvement identified.
• Ensure all customer related policies, processes and procedures are defined, embedded and consistently adhered to across the contract.
• Accurately use business systems to log, update, track and manage customer interactions in a timely and professional manner.
• Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations and third party stakeholders.
• Manage effective customer and client communications, including the promotion of positive stories and outcomes.
• Deliver bespoke customer training and induction programmes for all contract colleagues to ensure a consistent customer focused approach.
• Embed learning from feedback, complaints, and performance reviews through action plans to drive continuous improvement across the contract.

Qualifications

• Experience in the above duties.
• Previous customer service experience.
• IT literate.
• Experience in compliant 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 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 to support our social value commitment.
• Staff perks via Mears Rewards: discounts, share save scheme and more.
• Family friendly policies.
• £4,500 car allowance.

Employment Requirements

Must have the entitlement to work within the UK. No visa sponsorship currently offered.

Background, Identity & Security checks will be conducted before commencement of employment.

Equal Opportunities

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer and actively support the Armed Forces Covenant. We encourage applicants to share optional background information to promote social mobility.