At a Glance
- Tasks: Enhance customer experience and strengthen stakeholder relationships in a remote role.
- Company: Join Mears Group, a leader in housing management services across the UK.
- Benefits: Enjoy 25 days annual leave, volunteering leave, and staff perks like grocery discounts.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on social value initiatives and improve lives through customer success.
- Qualifications: A Levels or equivalent, experience in customer engagement, and strong communication skills.
The predicted salary is between 29000 - 32000 £ per year.
Annual salary: up to £32,000.00
Location: Remote role with regular travel where required
Salary: £29,000 - £32,000 per annum depending on experience plus £4000 car allowance
Full time, 40 hours per week, Monday to Friday, 8.30am – 5pm.
We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.
About the Role:
We are looking for a Customer Success Specialist to join our Central Government contracts team. This is an exciting new role, created to support the delivery of customer success and social value initiatives across key programmes. You will play a central role in enhancing customer experience, strengthening stakeholder relationships, and supporting continuous improvement across services.
In this role, you will work closely with a range of stakeholders including clients, colleagues, service users, landlords and communities. You will take ownership of customer engagement, analyse feedback and data, and help shape strategies that deliver meaningful change. You will also support performance improvement through insight, training, and collaboration with operational teams. You will support customer success and social value delivery across central government contracts, ensuring high standards of engagement and continuous improvement.
Key responsibilities include:
- Oversee and analyse customer feedback through engagement platforms, producing monthly reports and identifying improvements
- Act as contract champion for social value activities, ensuring alignment with client objectives
- Own and develop the customer excellence strategy, linking engagement and social value initiatives
- Build and maintain strong relationships with key stakeholders across all levels
- Analyse KPIs, audit results and feedback to identify and drive improvements
- Represent the customer function at senior meetings and client engagements
- Promote positive stories and develop case studies to support business initiatives
- Deliver customer induction and ongoing training programmes to colleagues
- Support contract bids, mobilisation, and accreditation processes
- Ensure customer policies and procedures are consistently applied across contracts
Role Criteria:
- Educated to A Level standard or equivalent
- Experience in Insight survey analysis and producing reports
- Background within a service-led environment
- Advanced skills in CRM systems, Microsoft Word, Excel and PowerPoint
- Proven experience managing customer interactions and engagement
- Strong training and coaching capability
- Excellent influencing and presentation skills
- Ability to build effective relationships at all levels
- Strong communication skills with the ability to manage complex situations
- Ability to manage multiple priorities in a fast-paced environment
- Flexible and adaptable approach to achieving objectives
- Full UK driving licence
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
- Access to EAP Counselling sessions
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.
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.
Customer Success Specialist in Gloucester employer: Mears Group
Mears Group is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary of up to £32,000 along with a £4,000 car allowance. Our remote role fosters a collaborative work culture, where you can engage with diverse stakeholders while contributing to meaningful social value initiatives across the UK. With benefits like 25 days of annual leave, volunteering opportunities, and a commitment to diversity and inclusion, Mears Group is dedicated to creating a supportive environment for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears Group. 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 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 Specialist in Gloucester
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:Your cover letter is your chance to shine! Tell us why you want to work at Mears Group 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!
How to prepare for a job interview at Mears Group
✨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.
