At a Glance
- Tasks: Support customers by managing feedback and complaints, enhancing their experience.
- Company: Join Mears Group, a friendly and progressive workplace.
- Benefits: Enjoy 25 days leave, discounts, and a fun annual day out.
- Other info: Diverse and inclusive environment with great career development opportunities.
- Why this job: Make a real difference in customer satisfaction and service delivery.
- Qualifications: GCSE education and strong customer service experience required.
The predicted salary is between 25185 - 30000 £ per year.
- Annual salary: up to £26,528.31
- Customer Success Advisor
- Hours – 40 hours per week, Monday to Friday
- Salary - £26,528.31 per annum
About the Role
We are seeking a Customer Success Advisor to join our team supporting a key client.
This role is key in ensuring that customer feedback and complaints are effectively managed, with a strong focus on insight, communication and continuous improvement.
You will play an important part in enhancing the customer experience and supporting the delivery of contractual commitments.
In this role, you will take ownership of customer complaints from initial logging through to resolution, working closely with internal teams, subcontractors and external stakeholders.
You will analyse trends, identify patterns and provide valuable insight to improve service delivery while maintaining strong relationships with customers and partners.
- Logging and investigating customer complaints
- Liaising with internal departments, subcontractors and local authorities
- Providing clear and timely communication to customers
- Managing and tracking actions through to resolution
- Identifying potential escalations and managing accordingly
- Analysing complaint trends and identifying recurring issues
- Supporting delivery of customer KPIs through insight and reporting
- Maintaining accurate records on internal and client systems
- Supporting customer engagement initiatives and forums
- Building and maintaining strong relationships with clients and stakeholders
- Ensuring compliance with all relevant systems, processes and procedures
- Key Criteria
- GCSE level education
- Extensive customer service experience
- Strong problem-solving ability
- Excellent written communication skills
- Good attention to detail
- Ability to remain impartial and provide objective analysis
- Strong interpersonal and communication skills
- Experience within housing or complaints handling is desirable
Mears Benefits
- Friendly, supportive and progressive work culture and environment.
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
- Mental Health First Aider Network – Confidential MHFA support and signposting.
- Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
- Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
- Mears Amazing Employee Awards
- Subsidised Eye Tests and cost towards glasses for DSE use
- Employee Networks and Sub-Forums
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.
Apply below or to discuss your application further; contact: Beth Dunford (beth. dunford@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 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 Manchester employer: Mears Group
Mears Group is an excellent employer, offering a supportive work culture that prioritises safety and compliance in the field. With generous benefits such as a company van, fuel card, and 25 days of annual leave plus bank holidays, employees are encouraged to maintain a healthy work-life balance while growing their skills in a dynamic environment across Northeast England.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Advisor in Manchester
✨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 Advisor in Manchester
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.
