Customer Success Manager

Job Details

Customer Success & Community Impact Manager - Location: Coatbridge
Contract: Permanent, Full Time, 40 hours per week - Salary: £46,000 per annum plus a £4,500 car allowance and company benefits.

Overview

As a highly visible leadership role, you will improve customer outcomes, manage an administration team, and deliver meaningful community impact across North Lanarkshire. You will act as the voice of the customer, ensuring complaints and claims are effectively managed while maintaining a strong focus on community partnerships, fundraising, and charitable engagement.

Key Responsibilities

• Lead customer complaints, escalations and claims to drive excellent 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 and attendance at internal and external meetings.
• Customer focused mindset.
• 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 paid volunteering in the community.
• Staff perks through Mears Rewards - discounts on groceries, holidays, eye test vouchers, share savings scheme, and more.
• Family friendly policies.
• Car allowance.

All candidates must be entitled to work within the UK. Mears does not offer visa sponsorship. A valid UK driving licence is required, with less than nine points and held for over three months. Background, Identity & Security checks will be conducted before commencement of employment.

We are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer and support the Armed Forces Covenant. We also encourage applicants to share voluntary background information to help improve social mobility. This information is optional and will not impact your application.