Customer Success Co-ordinator in Ilford

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 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. 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) 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.