At a Glance
- Tasks: Support social housing contracts by delivering excellent customer service and care.
- Company: Join Mears, the UK's largest provider of repairs and maintenance services.
- Benefits: Enjoy 25 days leave, annual fun day, and discounts on groceries and holidays.
- Other info: Dynamic role with opportunities for volunteering and career growth.
- Why this job: Make a real difference in diverse communities while building strong relationships.
- Qualifications: Customer service experience and great communication skills are essential.
The predicted salary is between 32340 - 32340 £ per year.
Annual salary: up to £32,340.00
Location: Dartford
Contract: Full Time Permanent
Salary up to £32,340 per annum
42.5 hours per week (8-5 Monday-Friday)
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations.
About the Role
We are seeking a Customer Success Advisor to join our team in Dartford. In this role, you'll support our social housing contract by delivering excellent service and customer care through our dedicated local teams. This is a contract where collaboration and community impact are key. As a Customer Success Advisor, you will be a positive representative of Mears, working closely with both the operational team and our customers on a daily basis. You'll provide front-facing support and advice, ensuring proactive communication. With the customer at the heart of everything we do, you'll help us meet the needs of our business, clients, and the local community.
Day to Day Duties
- Be the first point of contact for complaints across all channels of communication
- Resolve queries, diagnose situations, and process requests with care and accuracy
- Use our bespoke system to log and manage customer interactions
- Provide admin support for Customer & Communications tasks
- Meet service level agreements and performance targets
- Build strong relationships across the business
- Create satisfaction by exceeding expectations
Role Criteria
- Experience in complaint handling
- A natural communicator with great interpersonal skills
- Calm under pressure, with a sharp eye for detail
- Adaptable, empathetic, and customer-focused
- Confident using new systems and multitasking effectively
- Passionate about making a difference in diverse communities
- Good communication skills written and verbal
- Basic knowledge of housing maintenance and call centre environments desirable but not essential
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
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 Background, Identity & Security checks before commencement of employment.
Required Qualifications:
- Customer Service Experience
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.
Customer Success Advisor in England employer: Mears Group PLC
Mears Group is an exceptional employer, offering a supportive work culture that prioritises community impact and employee well-being. As a Customer Success Advisor in Dartford, you'll enjoy competitive benefits such as 25 days of annual leave, volunteering opportunities, and a fun annual event to celebrate your hard work. With a strong commitment to diversity and inclusion, Mears fosters an environment where you can grow professionally while making a meaningful difference in the lives of others.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Advisor in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears Group PLC. 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 Mears Group PLC 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 Advisor in England
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 Mears Group PLC:Your cover letter is your chance to shine! Tell us why you want to work at Mears Group PLC 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 Mears Group PLC!
How to prepare for a job interview at Mears Group PLC
✨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.
