Customer Success Manager

An opportunity has arisen to join Mears on the London Borough of Tower Hamlets (LBTH) contract as the Customer Success Manager. Mears works alongside LBTH to provide a range of services including responsive repairs and maintenance across approximately 22000 properties.

About The Role

The Customer Success Manager is a key role to manage customer and colleague engagement within our LBTH contract. You’ll already be customer focused, passionate about service, a confident communicator, active in your local community and have attention to detail. You’ll be used to positively influencing others, delivering training, working to regulatory requirements (in our case with the Housing Regulator and Housing Ombudsman) and working to meet key performance indicators to provide a high-quality service, providing residents with a positive customer experience whilst giving something back to our communities through social value activities.

As a minimum, you’ll have a recognised customer or business qualification, be educated to A level standard or above and have current experience working in a customer led role.

Principle Accountabilities

• Complaint Management
• Management of Community Investment/Social Value
• The Customer Success Manager will work closely with the contract lead to embed the Mears approach to customer experience, engagement and social impact, taking account of specific client and contract requirements.
• Conduct monthly customer contract performance reviews to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement.
• Ensure all customer related policy, process and procedures are defined, embedded and adhered to by the contract.
• Accurately use business systems to log, update and process customer within a timely manner.
• Line manager for 2 x Customer Success Advisors.
• Build and maintain strong relationships with the client/partner, local community and related associations, governing bodies and third parties.
• Manage effective customer/client communications, promoting positive stories.
• Manage effective customer communications.
• Deliver bespoke customer training and induction training to all contract colleagues.
• Embedding learning action plans to drive continuous improvement across the contract.

Role Criteria

• Previous customer service experience.
• IT literate.
• 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.

All our 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 over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.

Benefits We Can Offer You:

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
• Family friendly policies.
• Car allowance.

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

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) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.