At a Glance
- Tasks: Lead customer engagement and ensure high-quality service in social housing.
- Company: Join Mears Group, a leader in social housing repairs and maintenance.
- Benefits: Enjoy 25 days annual leave, car allowance, and staff perks.
- Other info: Dynamic role with opportunities for community involvement and personal growth.
- Why this job: Make a real difference in communities while developing your career.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 45000 - 45000 € per year.
Mears Group is mobilizing a long‑term social housing repairs and maintenance partnership across the wider Midlands region. The role involves managing customer and colleague engagement to deliver high‑quality service, community investment, and social value activities.
About The Role
- Lead and oversee complaint management, ensuring issues are resolved effectively and within agreed timescales.
- Manage and drive Community Investment and Social Value activity aligned with contract and client expectations.
- Work closely with the Contract Lead to embed the Mears approach to customer experience, engagement and social impact.
- Conduct monthly customer and contract performance reviews, ensuring KPIs are met and opportunities for continuous improvement are identified.
- Develop and maintain all customer‑related policies, processes and procedures.
- Accurately log, update, track and manage customer interactions in business systems.
- Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations and third‑party stakeholders.
- Manage effective customer and client communications, promoting positive stories and outcomes.
- Deliver bespoke customer training and induction programmes for contract colleagues.
- Embed learning from feedback, complaints and performance reviews through action plans.
Role Criteria
- Experience in the duties listed above.
- Previous customer service experience.
- IT literate.
- Experience in compliance handling.
- Experience overseeing customer engagement events.
- Line management experience.
- Excellent communication and presentation skills.
- Customer focused.
- Full driving licence.
- Ability to build relationships and manage complex situations.
- Strong influencing and negotiation skills.
- Ideally experience in social housing with understanding of repairs and maintenance.
Benefits
- 25 days annual leave plus bank holidays.
- Annual Mears Fun Day.
- Volunteering Leave to support community social value commitment.
- Staff perks via Mears Rewards (discounts on groceries, holidays, eye test vouchers, share save scheme).
- Family friendly policies.
- £4,500 car allowance.
Additional Information
- All roles require entitlement to work within the UK; Mears does not offer visa sponsorship.
- To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months and have less than 9 points.
- Background, identity and security checks will be required before employment commences.
Equal Opportunity Statement
Mears Group is a Disability Confident employer and is committed to ensuring equal opportunities for all applicants.
Customer Success Manager in Evesham employer: Mears Group PLC
Mears Group is an exceptional employer, offering a supportive work culture that prioritises community engagement and social value. With competitive benefits including 25 days of annual leave, a generous car allowance, and opportunities for personal growth through training and development, employees in Evesham can thrive in a role that makes a meaningful impact on local communities. Join us to be part of a team that values collaboration, innovation, and the well-being of both our staff and the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Evesham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer success and think of examples from your experience that align with their goals. This will show them you're genuinely interested!
✨Tip Number 3
Practice your communication skills! As a Customer Success Manager, you'll need to convey ideas clearly and build relationships. Role-play with a friend or use online resources to sharpen your presentation skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Success Manager in Evesham
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 community engagement. We want to see how your skills align with the role of Customer Success Manager, so don’t hold back on showcasing relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of communication, it’s essential to demonstrate your excellent communication and presentation skills in your application. Use clear and concise language, and maybe even include examples of how you've effectively managed customer interactions in the past.
Highlight Your Problem-Solving Abilities:As a Customer Success Manager, you’ll be handling complaints and driving improvements. Make sure to mention any experiences where you’ve successfully resolved issues or improved processes. We love seeing candidates who can think on their feet and come up with creative solutions!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications that come through our own channels!
How to prepare for a job interview at Mears Group PLC
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand how to effectively manage complaints and drive community investment, as these are key aspects of the role. Be ready to share examples from your past experiences that demonstrate your ability to resolve issues and enhance customer engagement.
✨Showcase Your Communication Skills
Since excellent communication is crucial for this position, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've successfully managed client communications in the past, and think of specific instances where your communication skills led to positive outcomes.
✨Demonstrate Your Relationship-Building Abilities
This role requires strong relationship management with clients and stakeholders. Think of examples where you've built and maintained successful relationships, especially in complex situations. Be prepared to explain your approach to fostering collaboration and trust.
✨Prepare for Performance Reviews
As you'll be conducting monthly performance reviews, it’s important to understand how to track KPIs and identify areas for improvement. Familiarise yourself with performance metrics relevant to customer success and be ready to discuss how you’ve used data to drive continuous improvement in previous roles.
