At a Glance
- Tasks: Support customers and enhance their experience in a dynamic social housing environment.
- Company: Join Mears, a company dedicated to community support and customer satisfaction.
- Benefits: Enjoy 25 days annual leave, volunteering opportunities, and exclusive staff perks.
- Other info: Be part of a supportive team with a commitment to diversity and inclusion.
- Why this job: Make a real difference in diverse communities while developing your career.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 32500 - 32500 € per year.
Contract: Full Time Permanent
Salary: Up to £32,500.00 per annum + company car allowance
Hours: 42.5 hours per week (8-5 Monday-Friday)
Location: Rotherham
About The Role
We are seeking a Customer Success Coordinator to join our team. You will work alongside colleagues in Rotherham within our social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams who understand the importance of working together for the local community. A Customer Success Coordinator within our Rotherham contract will positively represent Mears, working closely with the contract operational team and customers daily, provide front-facing support and advice as required and deliver proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.
Duties
- Investigating and responding to customer complaints
- Analysing customer satisfaction results
- Keeping tenants, clients, and internal teams updated
- Providing clear, timely updates throughout the works lifecycle
- Promoting a positive customer experience and managing expectations
- Tracking customer-related KPIs (complaints, satisfaction, response times)
- Helping embed company approaches (e.g. customer strategy, social value, engagement programmes)
- Organising or supporting resident forums / engagement activities
- Acting as the “voice of the customer” within the contract
- Building relationships with communities and stakeholders
- Logging and updating customer interactions on systems accurately
- Maintaining records for audit/compliance
- Supporting reporting and data tracking
- Delivering customer-related training
Key Criteria
- Previous experience in a customer service office‑based role
- IT literate
- Excellent written and verbal communication skills
- Experience in the above duties
- Passion for making a difference in diverse communities
- Basic knowledge of housing maintenance and call centre environments desirable but not essential
- NVQ or GCSE in Maths & English (pass)
- UK full driving licence
Benefits We Can Offer
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day
- Volunteering Leave – paid volunteering in the community to support our social value commitment
- Staff perks with Mears Rewards – discounts on groceries, holidays, eye-test vouchers, share-save scheme, etc.
- Family-friendly policies
Equal Opportunities
All our roles require candidates to have the entitlement to work within the UK. Mears does not offer visa sponsorship at present. All roles are subject to relevant background, identity & security checks before commencement of employment. We are a Disability Confident employer and are committed to fostering a diverse and inclusive environment where everyone can thrive. We support the Armed Forces Covenant and have a Gold Award in the Defence Employer Recognition Scheme. We encourage voluntary sharing of background information during the application stages to improve our understanding of diverse experiences, but these questions are optional.
Customer Success Co-ordinator employer: Mears Group PLC
Mears is an exceptional employer, offering a supportive work culture in Rotherham that prioritises community engagement and employee development. With benefits such as 25 days of annual leave, paid volunteering opportunities, and a range of staff perks, we empower our Customer Success Coordinators to make a meaningful impact while enjoying a fulfilling work-life balance. Join us to be part of a team that values collaboration and strives to enhance the lives of those in our local communities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Co-ordinator
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working at Mears. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service. Think about how you can showcase your passion for making a difference in diverse communities.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise. Remember, as a Customer Success Coordinator, you'll need to keep everyone updated and engaged.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Mears team.
We think you need these skills to ace Customer Success Co-ordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and how it aligns with the role of Customer Success Coordinator. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills:Since excellent written and verbal communication is key for this role, use your application to demonstrate these skills. Keep your language clear and concise, and don’t forget to proofread for any typos!
Highlight Relevant Experience:If you've got experience in social housing or similar environments, make sure to mention it! We love seeing candidates who understand the community aspect of our work and can relate to our customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Mears Group PLC
✨Know Your Customer Success Basics
Before the interview, brush up on the key principles of customer success. Understand how to investigate and respond to customer complaints effectively, as well as how to analyse customer satisfaction results. This knowledge will show that you’re ready to put the customer at the heart of everything you do.
✨Showcase Your Communication Skills
Since excellent written and verbal communication skills are crucial for this role, prepare examples of how you've successfully communicated with customers or colleagues in the past. Think about times when you provided clear updates or managed expectations, and be ready to share those stories.
✨Familiarise Yourself with the Company
Research Mears and their commitment to social value and community engagement. Be prepared to discuss how you can contribute to their mission of making a difference in diverse communities. Showing that you align with their values will make a strong impression.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and how success is measured in the position. This not only shows your interest but also helps you determine if the company culture is the right fit for you.
