At a Glance
- Tasks: Lead customer engagement and ensure top-notch service delivery in social housing.
- Company: Join Mears Group, a leader in social housing repairs and maintenance.
- Benefits: Enjoy 25 days leave, car allowance, and perks like discounts on groceries.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 45000 - 45000 € per year.
Annual salary: up to £45,000.00
Location: Evesham
Employment type: Full Time Permanent
Salary: up to £45,000 per annum, plus £4,500 car allowance
Hours: 42.5 hours per week (8-5 Monday - Friday)
Mears Group is mobilising a new long-term social housing repairs and maintenance partnership across the wider Midlands region. Delivering housing repairs and maintenance services across a geographically diverse social housing portfolio covering market towns, rural communities and urban locations, the contract will include responsive repairs, planned maintenance and property services with a strong focus on customer service, quality and community investment.
We are now recruiting experienced Customer Success Managers across South Worcestershire, North Gloucestershire, and surrounding areas to support the mobilisation and ongoing delivery of the contract.
About the role
The Customer Success Manager is a key role to manage customer and colleague engagement within our 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
- Lead and oversee complaint management, ensuring issues are resolved effectively, fairly, and within agreed timescales.
- Manage and drive Community Investment and Social Value activity in line with contract and client expectations.
- 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 and contract performance reviews, ensuring KPIs are met, compliance with agreed policies and procedures is maintained, and opportunities for continuous improvement are identified.
- Ensure all customer‑related policies, processes, and procedures are clearly defined, embedded, and consistently adhered to across the contract.
- Accurately use business systems to log, update, track, and manage customer interactions in a timely and professional manner.
- Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations, and third‑party stakeholders.
- Manage effective customer and client communications, including the promotion of positive stories and outcomes.
- Deliver bespoke customer training and induction programmes for all contract colleagues to ensure a consistent customer‑focused approach.
- Embed learning from feedback, complaints, and performance reviews through action plans to drive continuous improvement across the contract.
Role Criteria
- Experience in the above duties
- Previous customer service experience
- IT literate
- Experience in complaint handling
- Experience in overseeing customer engagement events
- Line Management experience
- 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
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% on weekly groceries, holidays, eye-test vouchers, Share save scheme, plus much more
- Family friendly policies
- £4,500 car allowance
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 checks.
Contact: Joe Monger (joe.monger@mearsgroup.co.uk). 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 have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) and 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 Manager employer: Mears Group
Mears Group is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and community engagement. With benefits such as 25 days of annual leave, a £4,500 car allowance, and opportunities for volunteering, employees are encouraged to grow both personally and professionally while making a positive impact in the communities they serve. Located in Evesham, this role as a Customer Success Manager allows you to be at the heart of social housing initiatives, ensuring a rewarding career dedicated to enhancing customer experiences and driving social value.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local events, join online forums, or even hit up social media groups. The more people you know, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your previous successes in customer service. When you get the chance to chat with potential employers, share these stories to demonstrate how you can bring value to their team.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on common questions for Customer Success Managers and refine your answers. This will help you feel more confident and ready to impress.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're keen and gives us a chance to see your enthusiasm for the role. Plus, we’re here to support you every step of the way!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your customer service experience and any relevant qualifications that match what we're looking for.
Showcase Your Communication Skills:As a Customer Success Manager, strong communication is key. Use your application to demonstrate how you've effectively communicated with customers or colleagues in the past. Share specific examples!
Emphasise Community Engagement:Since we value community investment, mention any involvement you have in local initiatives or social value activities. This shows us you're not just about business but also care about making a difference.
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, it’s super easy to do!
How to prepare for a job interview at Mears Group
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand key performance indicators (KPIs) and how they relate to customer satisfaction, especially in the context of social housing. Being able to discuss these concepts confidently will show that you're serious about the role.
✨Showcase Your Communication Skills
As a Customer Success Manager, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully managed customer relationships or resolved complaints in the past. This will demonstrate your ability to influence and engage others, which is crucial for this position.
✨Highlight Your Community Engagement
Since the role involves community investment and social value activities, be ready to discuss your involvement in local initiatives. Share any experiences where you've positively impacted your community, as this aligns perfectly with the company's values and mission.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific situations related to complaint management or customer engagement. Practising these scenarios will help you articulate your thought process and problem-solving skills effectively.
