At a Glance
- Tasks: Support customers and communities, ensuring exceptional service and positive experiences.
- Company: Join Mears, a company dedicated to people and community impact.
- Benefits: Enjoy 25 days leave, volunteering opportunities, and exclusive staff perks.
- Other info: Dynamic role with a focus on social value and community engagement.
- Why this job: Make a real difference in local communities while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25185 - 30000 £ per year.
Annual salary: up to £35,385.84
Location: Ilford
Contract: Full Time, Permanent
Salary up to £35,385.84 per annum
42.5 hours per week (8-5 Monday- Friday)
About the Role
We are looking for a passionate and customer‑focused Customer Success Co‑ordinator to join our team in Ilford, supporting our social housing contract with the London Borough Council. At Mears, we put people and communities at the heart of everything we do. Working closely with operational teams, clients, residents and local communities, you will play a key role in delivering an exceptional customer experience while supporting meaningful social value initiatives. You will positively represent Mears daily, providing front‑facing customer support, proactive communication throughout the repair’s lifecycle, and helping ensure residents receive a high‑quality service every time.
Role Duties
- Be the first point of contact for complaints across all communication channels
- Resolve customer queries, diagnose situations, and process requests accurately and efficiently
- Use bespoke business systems to log, update and manage customer interactions
- Provide administrative support for Customer & Communications activities
- Build strong working relationships across the business, with clients and local communities
- Support delivery of social value activities in line with contract requirements
- Conduct customer‑focused communications and promote positive customer stories
- Support customer engagement initiatives including resident forums and community programmes
- Deliver excellent customer service while meeting KPIs, SLAs and performance targets
- Deliver customer satisfaction by exceeding expectations
- Support training and induction activities relating to customer experience and service delivery
- Ensure customer policies, procedures and regulatory requirements are fully adhered to
About You
The ideal candidate will be passionate about customer service and making a positive difference within local communities.
Role Criteria
- Previous experience in a customer service or customer‑focused role
- Excellent written and verbal communication skills
- Strong interpersonal and relationship‑building skills
- The ability to manage complex or sensitive situations calmly and professionally
- Strong influencing and negotiation skills
- Good IT skills and confidence using new systems
- Excellent attention to detail and the ability to multitask effectively
- A customer‑first approach with empathy and adaptability
- Ability to work collaboratively within a team environment
Desirable
- Experience of working within social housing with a good understanding of repairs and maintenance
Benefits
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day – a “thank you” from the Executive team for all the hard work
- Volunteering Leave – paid volunteering in the community, supporting our social value commitment
- Staff perks with Mears Rewards – discounts up to 10% on groceries, holidays, eye test vouchers, Share save scheme, etc.
- Family‑friendly policies
All our roles require candidates to have the entitlement to work within the UK; Mears does not currently offer visa sponsorship. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment. 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 also hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
Customer Success Co-ordinator in London employer: Dormont Manufacturing Co
Dormont Manufacturing Co is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong commitment to employee growth, the company provides extensive training opportunities and a comprehensive benefits package, all while supporting a flexible hybrid work model that enhances work-life balance. Join us in shaping the future of lottery solutions in a role that promises meaningful impact and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Co-ordinator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Co-ordinator in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
